Solotel Group's Online Reputation Management Success

This case study details Solotel Group's implementation of InMoment's online reputation management platform to enhance their customer feedback processes within the hospitality sector. Operating 26 venues in Sydney and Brisbane, Solotel recognized the necessity of maintaining a strong online reputation to attract patrons. By utilizing microsurveys after bookings, they achieved a 129% increase in review volume and a 45% increase in response rates. The strategy involved empowering general managers to engage directly with customer feedback, ensuring insights were integral to decision-making. The platform not only facilitated the collection of genuine insights but also allowed Solotel to address operational issues in real-time, such as security concerns highlighted in reviews. The case study illustrates how Solotel leveraged customer feedback to drive measurable improvements, solidifying their position in a competitive market and demonstrating the transformative impact of effective reputation management.