Customer survey with a double prize: Case Study of Golden Hotels by Bitlonia.com

Posted in: Success casesLast update: 07/05/15

To get to know the opinions of their clients this hotel chain created a multi-language survey with the help of the Bitlonia agency. The survey was installed in the Facebook Page of the hotel chain. They also disseminated the survey to the chain’s client database in order to obtain feedback from customers and update their contact details. Everyone who took part in the survey was rewarded with a promotional code that could be redeemed for a discount on a stay in the hotel. This direct reward also incentivized participation because it was obtained as soon as the registration form was completed, on the final page. In general, this was a qualitative action that permitted the hotel chain to find out which aspects of its service its clients were pleased with and which aspects needed improving, as well as the expectations and desires of its clients.

The Agency

BitloniaBitlonia.com is a Sales Laboratory which helps companies sell more via Innovative Marketing. Among its clients are big companies and institutions such as FC Barcelona, Endesa, Grupo Planeta and Novartis, among others.

 

 

The Client

Golden HotelsGolden Hotels is a renowned and prestigious hotel chain which includes five hotels located along the Catalan coast (Salou, La Pineda-Salou, Pineda de Mar and Tossa de Mar).  For more than 50 years they have offered their clients – international and domestic – relaxing holidays at their resorts.

 

The Campaign

The “Unforgettable 2015” campaign was carried out between 3 December 2014 and 11 January 2015 with the aim of getting to know the views of the hotel chain’s clients, and refining and updating their database.

The campaign involved Golden Hotel’s clients completing a survey via Facebook. In this survey, customers explained what their ideal holiday would be like.

Participants were rewarded with a code which permitted them to obtain a 5% discount on their next reservation. They were also entered into a sweepstake to have the chance of winning a weekend stay for two in a Golden Hotel resort.

 

The Challenge

The principal objective of the campaign was to update and refine Golden Hotels’ digital database in order to achieve a more direct channel of communication with clients in the future; another objective of the campaign was to get feedback from clients about the company’s hotels.

 

The Solution

The agency opted to promote the campaign and survey via Facebook. It also wanted to send information to the client’s database, with the aim of refining it and maximizing its effectiveness.

Using the White Label version of Easypromos, a survey was integrated into the registration form. This survey was presented to the user in English, French or Spanish, depending on the language configured in the user’s Facebook profile. In this way, the survey was adapted to suit the language, and it was quick and easy to complete. Participants also received an immediate reward on the final screen – a promotional code to be redeemed towards their next vacations.


the best holiday of my life

 

Benefits Obtained

The results obtained were:

  • Participants from nine countries provided their opinions.
  • The hotel chain’s digital files were updated for future communications.
  • Two clear client profiles were identified.
  • Interaction of clients with the brand in the digital sphere was increased.

 

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Carles Bonfill

Easypromos CEO and co-funder