Our team is always trying to improve our digital TV uptime to get to system perfection. Right now we’re at 99.2%, which is pretty bloody good if you think that Telco’s usually only warrant 97% for business grade.  Of course we’re always up for improving it and we do operate a 24/7 NOC with a ‘live view’ system proactively generating warning messages. However, that can’t compare to the real thing – real feedback from our customers. We actually love it!

Here is an example of how feedback could really help improve service. We recently were talking with a friend of Acentic’s, we’ll call him Bob. Bob just got home from his one-night stay at a lovely 5-star hotel, which turned out to be not so lovely after a night of not so high quality service. Bob complained about the in room internet not working, the staff being rude, the lighting in the room too dim, the shower leaking and about being overcharged on the bill. In fact the one thing Bob did not complain about was the TV system.  He actually had a grand time listening to the system’s radio while getting dressed. Now we all know there are lots of reasons that even a luxury hotel property could fail at providing its guests with the highest quality services. But what is the best way to help get everything right in the future? As a guest you have the power, in essence it is your duty, to report both the good and bad points of your hotel stay. It is the best way for the Hotel and its staff to improve.

Our goal at Acentic is to achieve 100% guest satisfaction and system perfection. If the TV system fails, the best way for us to find out and get it working again quickly is if someone reports it to the hotel.  Nothing will help us improve more than actual feedback from the end users (hotel guests) – negative or positive we need to know and so does the hotel! Help us get to 99.8%, our NOC target for 2009.