JudgeService has launched a new customer feedback service for dealers.
The Resolution software platform was developed by JudgeService for its clients in the hospitality sector as a complaints management tool.
It enables hotels to capture live feedback and customer reviews in one place, where performance can then be analysed and issues resolved.
Originally created for the luxury Rudding Park Hotel in Harrogate, the package has been rolled out across the hospitality sector and is now being trialled by a leading car supermarket chain and dealer group.
“Hospitality, at its best, is often cited by automotive retailing leaders as a benchmark sector for the delivery of outstanding customer service. With this in mind, we have found a way of sharing some of its best practices with car dealers,” said Neil Addley, managing director of JudgeService.
“Live feedback from guest comments, emails, calls and letters are as important as positive online customer reviews. They all play essential roles in generating business for hotels and car dealers, which is why managing and resolving complaints should not be left to chance,” he said.
“JudgeService’s work in the hospitality sector mirrors what we see in automotive retailing. However hard people try, things do not always go right, which is why customers feel more loyalty towards businesses that respond to and resolve their complaints,” said Addley.
Resolution aggregates customer feedback – including offline complaints or compliments, online reviews, surveys and emails – all in one place enabling managers to address issues and share successes in real time.
“Our new service removes the administrative burden often associated with monitoring customer feedback, enabling managers to resolve issues to prevent repetition and before they cause reputational damage. Having developed it over the last two years specifically for the hospitality sector, we’re now rolling it out to franchised and independent dealers, car supermarkets and OEMs,” said Addley.