That's why your reputation depends on your customer WiFi

Many are familiar with the following scenario: After a long journey and check-in at the hotel, I want to log into the customer WLAN with my smartphone. However, the login does not work for indefinable reasons, although the last name and room number have been entered correctly. After a phone call with the front desk, it becomes clear that the employee there has entered my first and last name “the other way around” into the system. The first name is therefore required. It finally works. Before going to bed, I would like to check the emails on my laptop - but the login to the hotel WLAN doesn't work again. This time because the network only allows access to one network. Angry and more stressed than intended, I go to sleep.

Multiple devices

In 2021, travelers are no longer just using laptops. Every business traveler has at least one smartphone in their pocket, sometimes even two. There is also the mentioned laptop and sometimes a tablet to Skype home with the family in between. That's a total of up to four devices per person, which is not even unusual.

WiFi without complications is a basic requirement

But this scenario isn't the only common problem. Everyone also has connection problems with customer WiFi because the hotel room is at the end of the corridor or the booked table is in one of the back corners of the restaurant. However, such problems in connection with customer WiFi must no longer happen today, because:

• A functioning, fast and uncomplicated customer WLAN is a fundamental need of your guests today. Fulfilment is required and no further attention is paid to this - but in the event of non-compliance, this is quickly recognized negatively.
• In the worst case scenario, this is reflected in a direct negative advertisement on Google, from which you will have difficulty recovering.
• Your guests today use their smartphones even for the smallest daily to-do's.
• In particular, “millennials”, i.e. around 20-40 year olds, who are fond of smartphones and demand their WLAN connection, account for over half of all customers in hotels today.
• In 2019, 73% of respondents gave a study of EARSandEYES states that they are dissatisfied with public customer WiFi in Germany (Statista, 2019).
• Also in 2019, broad-based guest surveys showed that fast Internet access and free guest WiFi are number one and two of the most important customer requests from guests in a hotel or holiday apartment. The remaining places are followed by the actual hotel services (Reporters, 2019).

As a result, your reputation can drop drastically after just a few weeks if you offer poor WiFi. It is important to prevent this:

The right infrastructure

Of course, perfect access to customer WLAN primarily requires the right infrastructure. Fibre-optic structures offer very good speed for high-volume Internet, as required by guests. The WLAN should be able to easily access video streaming services, which are now in high demand. At the same time, however, the Internet of your own employees should not be negatively affected. Ideally, various access points should also be installed in the house to ensure a good connection at every angle. More about this topic: 7 tips for guest WiFi hotspots in the hotelOf course, a simple and visually appealing login is also extremely important so that the service is perceived as pleasant. Here, Socialwave offers you the necessary know-how and optional design options to spice up your customer WiFi. At the same time, we provide you with a complete marketing package that runs in the background and from which you benefit, for example, in the form of contact details and positive reviews. For more information, read our article on the topic contact details.

Legal protection

One point that is often not entirely clear is the question of legal certainty. Who is liable for copyright infringement by the user or in the event of an illegal download? Socialwave offers you guaranteed legal protection so that you don't have to deal with it and are properly protected. Arrange a non-binding consultation now:conclusionA perfectly functioning customer WLAN adapted to the latest technical standards is now one of the absolute foundations of customer service. It is not for nothing that fast Internet access is at the top of the list of the most important customer requirements. If this is not the case, your reputation will suffer significantly: From dissatisfaction and poor word of mouth to a negative Google rating, the effects are fatal for your company. Guest WiFi should therefore always be at the top of your list of priorities.