The hotel set specific goals for the survey, and the results went far beyond expectations. All their targets were exceeded.
• Responses Received: 3,399 vs. goal of 1500
• Conversion Rate: 4.54% vs. goal of 1.5%
• Net Promoter Score: 69.79 vs. goal of 60
• Management Responses: 100% vs. goal of 100%
Drawing from the data, the company finalized its Covid-19 safety protocols in with partnership with a third-party safety audit company, Bureau Veritas, and prepared for reopening. At the time of the survey, 21 out of the company’s 23 hotels were closed. By December 2020, 22 were reopened and operational.
Building trust with travelers is one of the company’s core values, now more than ever.
Blue Tree Hotels believe that the strong response to their surveys was a reflection of the level of trust guests have towards their brand.
Since rolling out their surveys and reopening, the brand:
• Have been publicly recognized for their safety protocols by guests, companies and travel agencies.
• Received an overall rating of 4.6 out of 5.0 in answer to the question, “Do you trust that Blue Tree Hotels is committed to providing you with a healthier and safer experience?”.
• Constantly receive guest feedback on how well prepared they are compared to their competitors.
