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Online Reporting System

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What does text analytics tell us about customers that mention price and friendliness?

User Not Found | Feb 13, 2014 User Not Found 02/13/14

It can be easy to believe that if customers aren’t happy with price, they won’t be happy with anything. Our Text Analytics Benchmark Database shows this isn’t true. We analyzed more than 1.2 million open-ended comments and found that when guests mention friendliness positively and price negatively, they’re far more likely to return than if the opposite were true. In fact, a 23% point gap exists between these two groups of customers, proving the strong positive influence a friendly server can have on the guest experience. 

Since negative mentions about server friendliness are more damaging to loyalty than negative mentions about price, remember that being welcoming and hospitable can help ease the pain of a higher price tag.

Good service can't make up for high prices