UniFocus Marks Strong Growth Quarter as Managers Increasingly Turn to Staff and Customer Survey Solutions to Drive ROI

Published in Hotel Online - July 2016UniFocus marked an exceptionally strong growth quarter for its Survey Solutions with eight new clients in June 2016 alone, expanding into new industries and growing its international reach. In addition, two existing clients augmented their relationships with the Dallas-based company, which provides the service industry’s most comprehensive workforce management systems and tools. Of special note, UniFocus’ employee engagement tool, STAFFScope, reached beyond its service industry client base to sign Lehigh Hanson, one of North America’s largest construction materials companies.

“Our strong quarter of growth underscores an increasing awareness in the service industry and beyond of the connection between higher ROI and the use of effective feedback tools to monitor and improve employee engagement and customer satisfaction,” said Mark Heymann, founding partner and CEO of UniFocus. The firm’s industry-leading MEETINGScope solution, which tracks meeting planners’ perceptions of service from the contract through post-event, gained five new users last month. GUESTScope, the company’s customer satisfaction survey, grew by four clients, and STAFFScope by three. They include:

Choice Hotels MEETINGScope
Smith Tower Hospitality, LLC (Seattle) MEETINGScope
Pasea Hotel & Spa (Huntington Beach, Calif.) MEETINGScope
Radisson Salt Lake City MEETINGScope
1 Hotel Brooklyn Bridge (Brooklyn, N.Y.) MEETINGScope, GUESTScope
Capella Hotel Group GUESTScope
Spicer Mansion (Mystic, Conn.) GUESTScope
Dar Al Taqwa Hotel (Saudi Arabia) GUESTScope, STAFFScope
Inn of the Mountain Gods Resort & Casino (Mescalero, N.M.)* STAFFScope
Lehigh Hanson STAFFScope

*existing UniFocus clients

In addition to purchasing STAFFScope, long-time UniFocus client Inn of the Mountain Gods Resort and Casino added two features to GUESTScope, which it has used for almost 10 years. These include a TripAdvisor widget and the Online Reputation Manager, which enables users to monitor and respond to what their guests are sharing in online reviews.

“UniFocus’ GUESTScope survey has been an indispensable tool in our guest satisfaction strategy for close to a decade. Adding the Online Reputation Manager will give us even deeper insights into guest perceptions while STAFFScope will enable us to gather similar intelligence on the employee side to foster a fully engaged and motivated staff,” said Elgin Toclanny, director of hotel operations for Inn of the Mountain Gods.

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