Originally Posted by
Kacee
And if you had responded, you would have received a personal response from a member of senior management thanking you for your comments and highlighting any particularly positive or negative comments you made.
Yeah, this is marketing. Medallia has found from empirical studies that this management follow-up drives repeat business from the customer regardless of your feedback being positive or negative. Additionally, in some cases it is supposed to steer people towards writing a positive review on Tripadvisor or Google.
It's rather odd to so harshly criticize something without even being familiar with what it really is and how it works.
I think you are being apologetic for Hyatt instead of being objective.
I object to receiving post-stay promotional emails which is what this ultimately is. For the record, in my Hyatt profile/preferences, I have opted out of receiving promotional email messages.
In these survey emails, there is also a reference to an opt-out: "If you are not interested in participating in future customer satisfaction surveys, please click this link to unsubscribe." I have followed that link, but so far it hasn't stopped the emails globally.
While I find these annoying, I am capable of creating a filter in my email account to discard these messages. Still, I'd rather prefer a fully-functional opt-out as filters can sometimes have unintended consequences, as I wrote in a previous comment.
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From the outset, I have said I'm curious to find out what people get out of this process. But I think that is to be taken independently from my personal preference not to receive communications from Hyatt's marketing department.