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Added extras key to positive online reviews

Friday, December 2, 2016

In an age when online review sites can make or break a hotel or restaurant, getting positive recommendations from customers should be at the top of every operator’s list of priorities. And when it comes to making consumers feel valued, research has shown it’s the added extras that make the biggest impression1.

A woman reading a review on a tablet

“63% of people would share positive feedback as a result of unexpected freebies.”

Research conducted on behalf of Nestlé Professional by OnePoll, April 2015

The survey, conducted by OnePoll on our behalf, revealed almost 70 per cent of consumers feel more valued when given unexpected ‘freebies’ in hotels. Similarly, 63 per cent of the respondents mentioned they would be more likely to share positive feedback as a result.

What’s more, 1 in 4 people would be more likely to tip when offered complimentary mints at the end of a meal in a restaurant. Remembering people’s names, being flexible and not being rushed were also cited as key reasons that encouraged customers to tip.

“Providing that little extra clearly goes a long way in leaving a positive lasting impression on both hotel guests and diners.”

Anu Christie-David, Customer Development Manager, Nestlé Professional UK & Ireland

Complimentary treats are a big opportunity to reassure consumers of the quality of their experience and play a subtle, but important, role in encouraging them to leave positive reviews.

Individually wrapped POLO® sweets are available in cases of 6 x 660g bags in either refreshing Clear Mint or five Fruit flavours: blackcurrant, orange, lemon, lime and strawberry, providing variety to the complimentary market.

1OnePoll POLO Survey on behalf of Nestlé Professional, April 2015