Tourist public opinion refers to the emotions, evaluations and word-of-mouth, etc. generated by the public towards tourism industry, attractions, hotels, restaurants and other tourism-related enterprises or things. It can affect the ecology, image and reputation of the tourism industry and is directly related to the development and prosperity of the tourism industry. With the popularization of social media and the development of network technology, the dissemination and influence of tourists' public opinion have become more and more extensive and far-reaching, and have become one of the key topics in the tourism industry.
With the recovery of the tourism industry, tourists' evaluations and feedbacks on the sightseeing spots have become extremely important, and these feedbacks can not only help tourism practitioners to improve their services and enhance the satisfaction of scenic spots, but also have an important impact on the tourists' own experience.
However, tourists' feedback information is often scattered, diverse and uncontrollable, and if these feedbacks are not effectively monitored, they will have an immeasurable impact on the operation and reputation of scenic spots. Therefore, the following programs can be carried out for the monitoring of tourists' public opinion feedback:
I. Establishment of a tourists' feedback platform
In order to facilitate the submission of feedback information by tourists, a tourists' feedback platform can be established. Through this platform, tourists can choose the type of feedback, fill in relevant information, and evaluate the tour experience. Managers can check these feedbacks regularly and statistically analyze visitor feedback to improve services and shortcomings and increase visitor satisfaction.
Two, visitor questionnaires
When tourists leave the scenic area, you can invite tourists to fill out questionnaires, including the time of the tour, the evaluation of the scenic area, the quality of service and so on. Through this way, you can get more detailed feedback from tourists, can effectively understand the needs and expectations of tourists. In response to the feedback from tourists, the scenic area can also improve and optimize the relevant services in a timely manner to enhance the brand image of the scenic area, marketing capabilities and guide tourists to play.
Three, social media monitoring
In today's social media popular era, many tourists are willing to share their own experience and feelings through social media. Therefore, scenic spots can grasp the feedback from tourists by purchasing a social media opinion monitoring system like Knowledge Micro Business Intelligence. Feedback on social media can be analyzed to identify tourists' needs, concerns and problematic points, so as to facilitate the improvement and promotion of related services or attractions.
Fourth, designate service personnel to be responsible for monitoring
In order to better grasp and deal with tourists' feedback information, the scenic spot can designate some service personnel to be responsible for monitoring tourists' feedback information, and these personnel can record tourists' feedback information and analyze and deal with it immediately in a categorized way. In the process of processing, it is necessary to pay attention to the authenticity and accuracy of the feedback from tourists, respond to the needs of tourists in a timely and effective manner, improve the satisfaction of tourists, and create a good atmosphere for the harmonious development of the team.
V. Summary and statistical analysis of feedback information
For the tourists' feedback information, the scenic area can be summarized and statistically analyzed to determine the nature of the problem and the scope of the problem, pay attention to not cover up the facts, and assess the problems and errors in a factual manner. Through the analysis of the data, the scenic area can further optimize the service, improve visitor satisfaction, and increase the image and competitiveness of the scenic area.
VI. Carrying out special lectures and activities
Aiming at the problems and hot topics of tourists' feedback, the scenic spot can carry out special lectures and activities, focusing on the charm and characteristics of the scenic spot and solving the problems that tourists are concerned about. During the activities, tourism practitioners can communicate face-to-face with tourists to understand their ideas and needs, and better improve their service level and business management.
The above is the visitor opinion feedback monitoring solution, which enables scenic spots to timely and effectively grasp and deal with visitor feedback information, improve service quality and reputation, and further promote the development and enhance the competitiveness of scenic spots.