Marc Haine shows how emoji-based feedback boosted survey response rates from 21% to 83% at a five-star resort. Using degree-based emoji selections captures more detailed sentiment and triggers real-time alerts, like notifying a manager about a specific table during service rather than waiting for post-event surveys.
What we've done at a 5-star resort out of Pennsylvania is they went from 21% to 83% because of this particular emoji actually connecting with them.
So, it's not just that you're doing maybe 5 faces. But within each one, you can put the degree by which somebody's choosing that rating. And so, you could be doing this kind of almost like a real-time customer touchpoint assessment.
Yeah, absolutely. In the case of the— remember the Mexican food restaurant? But in the case of them, it would alert the person who would say, I'm at table 16. It would alert the manager and the manager could come over to table 16 and talk to the customer, right? Yeah.
Well, so good. And so, it's making it not necessarily just a post-event or post-transaction survey. It could be in the midst of transactions that people could actually implement this. Yeah. That's awesome.
