Merci France perspective. This general analysis must be adapted to the context, evidence and obligations of each organisation.

Structure feedback around the journey

Search, booking, arrival, room, services, departure and post-stay: this structure reveals where effort should be concentrated.

Separate symptoms from causes

A complaint about waiting may indicate a process, information, staffing or coordination issue. Acting only on the wording of a review often misses the source.

Prioritise by value and frequency

Frequent irritants, emotionally intense failures and issues that undermine loyalty deserve immediate attention.

Close the loop

Owner, action, deadline, measurement and communication to the team turn listening into continuous improvement.