La Tasca partners TripAdvisor on guest feedback

By Mark Wingett & Carina Perkins

- Last updated on GMT

Related tags: Tripadvisor

We have taken the bold step of airing our dirty laundry in public - Simon Wilkinson
We have taken the bold step of airing our dirty laundry in public - Simon Wilkinson
La Tasca has become the first restaurant company to partner with TripAdvisor by moving its entire internal guest feedback system into the public domain.

The company switched over its internal system in January so its feedback system links straight into the Trip Advisor website.

Simon Wilkinson, chief executive, said: “The guest is our number one priority as a company and in order to walk the talk we have taken the bold step of airing our dirty laundry in public so to speak. We are incredibly passionate about improving our guest’s experience and this move ensures we have no hiding place in our quest for service excellence.

“Transparency ensures that every single experience is analysed, rectified and responded to as quickly as possible. The team have embraced the change and are extremely passionate about delivering a great guest experience.” 

A TripAdvisor spokesman said: “La Tasca have embraced the world of user-generated content, understanding the importance of customer feedback and of transparency in the service sector. They are the first restaurant chain to integrate TripAdvisor review collection services across all of their restaurants.

“This move shows La Tasca’s willingness to embrace user reviews, not only as a means of evaluating customer satisfaction but also as a way to make improvements to service standards. We’re delighted to be partnering with this forward thinking brand.”

TripAdvisor reviews

Earlier this year, a TripAdvisor study revealed​ that 31 per cent of travellers would avoid eating in a restaurant that had no reviews, with 20 per cent reading 11 reviews before booking somewhere to eat out.

The study also highlighted the importance of responding to TripAdvisor reviews, with the majority of people saying that appropriate management responses to reviews would make them more likely to book.

Independent experts have also advised that businesses can benefit from TripAdvisor reviews if they manage them well.

Social media guru Alan Stevens said​ restaurants should actively encourage reviews, because even negative reviews can be transformed into a positive for the business if dealt with correctly.

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