Likelihood to Recommend Maestro is great for managing my membership and is terrific with reservations. At this time I am not sure if there is any scenario where it is less appropriate. I guess it doesn't work well as an interface for a golf shop, for tee times, etc. And, any golf product we get doesn't speak well with Maestro, so maybe golf. But, they may have a solution for that too.
Read full review The survey sent is customer-friendly, vibrant, simple, and easy to understand. The survey itself is comprised of simple question(s) with straightforward answer options for customers to make their selections. Creating the survey is a straightforward process for us to prepare and implement. Making updates or changes is just as easy.
Read full review Pros Easy progress reports using a type of "mail merge" built in template Reports tab is a nice feature Seems fairly stable and reliable Read full review The fundamental tool for customer satisfaction is exactly right. The way they allow us as agents to share details about ourselves, and humanize the process, has made a huge impact on the customer experience we provide. Our customers feel more inclined to leave us feedback and it allows us to get a real understanding of each of their individual expectations. Customer Journey. From the beginning through the Sales process, through procurement, through trial and through now being users for over a year, the Stella Connect team has been incredibly helpful, informative and has provided us with the exact amount of interaction we need. They are very good at respecting your time while making sure they get in touch when necessary. New features that are relevant to our use case are sent my way. It's one of the only product update emails I actually read. They're incredibly responsive and very helpful. Read full review Cons Guest Names - I do have some difficulty with guest names. Many people want two names on their member profile. When I use Schmoe, Joe And Jane, it capitalizes the A in and. If I use the ampersand I have issues with the name processing. So, just one primary member and no ampersand. Creating New Folios - For some reason it is very easy to create a new folio under a member account and you have to finish creating it before you can back out of it. I have done that a few times but not a huge deal. Access Levels - Is there an easy to follow list of access levels and what they include? I guess I should ask Maestro this. Maybe not an issue... Read full review Ability to create and send out different surveys triggered by different customer touchpoints Ability to create surveys that aren't focused solely on agent performance Ability to break down and search the data based on different customer attributes, such as profession or state Read full review Likelihood to Renew Maestro is what we are comfortable with and probably what we'll stay with, but it can be slow at times and lacks certain functionalities
Read full review Support Rating I love Maestro support! They are always available or get back to you quickly. The employees that work at Maestro must get treated well because they are always positive and patient on the phone with me. And, even though I am not great with technology they always help me find a solution.
Read full review They are the absolute best. My Sales guy Corey D. and my CSM Tim P. are totally a part of the team. They have been incredibly helpful through the process pre and post-sales and have become good friends. I appreciate that I feel like our team's success is always at the forefront of their minds.
Read full review Alternatives Considered Maestro is the first lodging software I have reviewed. I do not have much other experience with lodging software so I am unable to compare. I do really like that Maestro has the support we need in an ever challenging customer service world. Thanks for being a great tool for our resort!
Read full review We do not currently use any other products like Stella Connect, by Medallia. We have recently begun evaluating platforms that would allow us to collect feedback at different touchpoints throughout our customers' journeys, as well as through additional channels such as during our application process, quote and purchase experience, website experience, etc. We have looked at companies such as Survey Monkey, Medallia, and Qualtrics to help us better understand CSAT.
Read full review Return on Investment Maestro allows me to log all communication with families, eliminating any question as to when I reached out Maestro is a huge time saver with sending progress reports Maestro lacks customization that would make teachers more efficient Read full review Implementing Stella Connect was such an easy decision. Before, we were working with "yes, I'm satisfied" or "no, I'm not satisfied" and felt it was an incredibly unclear and polarizing experience, as our users were forced to pick one or the other. Most often, we'd get a negative rating with a comment saying that the experience was fine, but some feature in the product was missing. This left it very difficult for us to really gauge the experience we were providing and how to improve. In addition, agent motivation was incredibly low and impossible to improve because they were left feeling like their scores were not matching their experience. Needless to say, implementing Stella Connect improved all of these issues 10-fold. The ROI has been incredibly substantial. We've been able to improve CSAT scores and properly measure the rate of first attempt resolutions. Team morale is at an all-time high, and our customers even love the experience. Read full review ScreenShots