Check-in wait times vary from 3 to 8 minutes on average and studies have shown that wait times of 5 minutes or more can decrease customer satisfaction ratings by 47%*
This is just one of the main factors affecting guest satisfaction. In the study, wait times were compared across countries, and “breaking points” where customers’ satisfaction decreases were noted:
- Guests from the USA: 5-minute tolerance
- Guests from Canada: 7-minute tolerance
- Guests from France, Germany, Italy, and Spain: 15-minute tolerance
- Guests from the UK: 17-minute tolerance
- Guests from Japan: 30-minute tolerance
So, what’s the solution?
Self-service can be beneficial since it offers guests a speedy and efficient check-in. Pair this with a meet-and-greet style of reception, and you’ve taken the 47% of possibly dissatisfied guests and delivered them to their room in under 2 minutes!
In research carried out by Opinion Research Corporation (ORC), 76% of participants stated that being able to check in ahead of time would minimise any potential dissatisfaction, whilst 41% said they prefer a hotel that allows advanced check-in via the web or a mobile device over one that does not.
We have concluded from this research that hotels could improve their efficiency to raise client satisfaction levels. Self-service is swiftly becoming one of the most productive ways to satisfy your guests’ requirements and needs as the world quickly enters the age of adaptive automation.
According to statista.com, 89% of consumers expect a self-service offering in most day-to-day payment transactions.
Futuresens® offers the ability for guests to customise their experience by upselling via the kiosk and adding different packages of your choice, which in turn adds a more personal touch.
This addresses the issues mentioned above by reducing the check-in times dramatically, whilst providing a service that can be implemented at a fraction of the cost of traditional check-in methods.