New Feature - See Booking Experience Feedback

Your booking platform is often the first thing that a customer of yours interacts with - and ensuring that the process is as seamless as possible is a sure fire way to start the guest experience in a positive way.

When your customers make a booking using your booking widget they have the option at the end of the process to share feedback on how they found the whole booking experience and now you can view this feedback directly in the analytics tab inside of BookingNinja; unfiltered and live.

We're aware that other platforms hide this information away in their own internal metrics, because ultimately it's rare, but possible sometimes a customer might not have the best experience. We will never claim to be perfect, and even the best software on the planet from giant enterprises has blips every now and then, but we want to be transparent so you can see that on the (once again very rare) occasion the booking didn't go as smoothly as the customer liked we react.

Whenever someone rates their booking experience as less than 5/5 we get notified and investigate what improvements we can make. Sometimes it's a case of there really isn't much we can do (for example if the user is using a *really* old device, or has failed to understand a basic concept of the process), but equally sometimes the feedback introduces us to a different way of thinking that might need addressing in the user journey. We've been doing this for the last 4 years.

Over the past 7 days of collecting feedback we've received over 1000 ratings and 993 of those 1000 rated the booking experience as perfect (5/5). That's 99.3%. That's a huge achievement, and way beyond the average rates for software experiences in general; but we will never ignore the 0.7%; we didn't get to the current high satisfactions by discounting the small number of dissatisfied customers.

We also want to share this data because you may take a thousand bookings a week but you don't hear from 999 of them about how they found the booking process smooth and easy to use. There is absolutely a degree of showing off here, but also we know that a lot of you embed your booking widget in your site.

We can control how everything looks on our end, but often issues stem from how the widget is installed, or other issues on your site - so being able to see the booking feedback allows you to fine-tune the experience also! Together we can continue to make your customers entire experience one that is filled with joy!