We need to talk: Oyo launches new feature for customer feedback

“Listen. We need to talk. Because love is all about having the tough talk, no matter how uncomfortable. 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,” said Agarwal in a post on professional networking platform LinkedIn on Tuesday.

“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,” he added.

In a seperate statement, Oyo said that to capture customer feedback, it has rolled out a feedback section on its website landing page, and on its 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 home page in real time to give customers a ‘clear perspective’, it stated. Oyo customers can submit their feedback by clicking on the ‘We need to talk’ tab.

Recognising hotels

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ET reported in December that Oyo launched a programme to recognise hotels that provide the most ‘consistent’ and ‘high-quality’ customer experience.The company said the category, called ‘Super Oyo’ analyses each hotel’s performance on parameters such as customer ratings and reviews, keeping maximum rooms operational consistently, and providing a smooth check-in experience, among others.

Consumers can now see hotels marked as ‘Super Oyo’ while booking through the Oyo app.

Currently, there are around over 200 Super Oyos on the website and the company said it would encourage other hotels on its platform to work towards becoming a part of this category.

Oyo had said that Super Oyo properties were available to all app users in India and are set to be launched across key global markets in 2023.