“How likely are you to recommend this hotel?” It’s the single most important survey question hotels can ask guests at the end of their stay. It tells you if the guest is satisfied, will come back and will tell others about your hotel.
Collectively, your guests’ answers to this question form your hotel’s Net Promoter Score® (NPS), a powerful indicator of your hotel’s performance. It takes into account the percentage of promoters of your brand, enthusiastic guests who enjoyed their stay, and detractors, guests who were not so happy with their stay and therefore less likely to book again.
Join us for our free webinar on Tuesday 28 November at 4pm GMT (click here to convert to your time zone) when we will explore the NPS® and other key metrics for measuring guest satisfaction, loyalty and advocacy. Time doesn’t suit? No problem! Register today and we will send you a link to the webinar recording so you can watch the video and read the slides in your own time.
During the session, our panels of experts will cover the following points in detail:
- What is the NPS® and how is it calculated?
- Identifying promoters, passives and detractors and what to do about them.
- Comparing performance to competitors.
- How to improve NPS® and other guest satisfaction scores.
The webinar is packed full of tips and best practices from our host Daniel E. Craig, founder of Reknown, and panelist Fiona Gillen, VP of Marketing at ReviewPro. We are also excited to welcome as guest panelist Rhonda Meehan, Group Quality Manager at Staycity who operate almost 3,000 apartments across key European cities. Rhonda will be explaining how the NPS® is used within the organization and how the brand drives a consistently higher volume of positive online reviews. You won’t want to miss it!