OYO announces a new feature to encourage customers to share open and honest feedback

OYO announces a new feature to encourage customers to share open and honest feedback

Valentine’s Day is a day to express love and gratitude towards your loved ones. However, it’s also a day to patch-up, reflect, and make things right. Highlighting the need for open and honest conversation, our Founder and CEO, Ritesh Agarwal, announced a new feature for Valentine’s Day to encourage customers to share their unbridled and honest feedback, complaints, criticism and suggestions.  

In a LinkedIn post he wrote: 

OYO was conceptualised and built with feedback from you, our customers, and you will always be our first love. And today, we are all ears to listen. Whether it’s admiration, disappointment, or criticism – we would love to hear it all. Starting today, we are launching a simple quick experimental feedback page where you can openly, honestly and anonymously express how you feel about OYO and what we can do better. Our leadership team, service teams and I are closely watching this.Ritesh Agarwal

Taking a unique approach, the feature is centered around the perception that the OYO needs to be more open and responsive to customer experience and feedback. To capture customer feedback, we have rolled out a feedback section on our website landing page and app called ‘We Need to Talk’, where customers can share their queries and honest feedback. The number of open and resolved queries is also displayed on the homepage real-time to give customers a clear perspective.  

Customers can submit their feedback here.

We have consistently been undertaking initiatives to improve our customer experience. Currently, 80% of our customer queries are resolved within 30 minutes, a metric that we are trying to further improve upon. Recently, we also launched Super OYO, a strategic program which recognizes hotels that provide the most consistent and high-quality customer experience. We are planning to launch multiple initiatives in coming year which help in ensuring smooth customer journeys.