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Sarah Came

15 posts
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  • 5 min

Understanding hotel NPS: Measuring and improving guest loyalty

📝 The Net Promoter Score (NPS), developed in 2003 by Fred Reichheld, is a key metric for hotel guest satisfaction. NPS calculation starts with a question scored from 0 to 10 and results in a number between -100 and +100, derived from subtracting the percentage of detractors (score 0-6) from promoters (score 9-10). Bain & Company research shows over 80% of referrals come from those scoring 9 or 10. Positive NPS impacts guest loyalty, revenue, and online reviews. GuestRevu utilizes NPS to help hoteliers manage feedback and online reputation.
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  • 4 min

Winners for the GuestRevu GREAT Awards 2024 Announced

🍺 European and Americas & APAC winners of the 2024 GuestRevu GREAT Awards announced at Tapa Tapa Wine Bar during WTM London. Over 700 entrants from 55 countries with more than 75,000 guest reviews analyzed from platforms including Google (24.5%), TripAdvisor (13.8%), and Booking.com (61.7%). Entrants averaged a 87% score, with shortlisted properties reaching the 90% range. Awards categories included room quality, cleanliness, and service, with winners like L'oscar London and The Plough & Flail. The event, supported by Hop, HOSPA, and Stenden University South Africa, featured an industry panel and celebrated hospitality excellence.
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  • 5 min

Hoteliers explain the benefits of guest feedback

🏨 Hoteliers often can't perceive their hotel from a guest's viewpoint, making it hard to meet guests' expectations. This disconnect is analyzed through the "gap model" and can occur due to misunderstandings about expectations, inability to provide desired service, human error, or misleading marketing. GuestRevu's guest feedback surveys and online reputation management tools help bridge these gaps. Feedback helps hoteliers understand guest expectations, identify service shortcomings, and refine marketing messages to ensure guest experiences align with what is advertised.
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