poor service sucks.......

Only 13% of hospitality businesses are delivering experiences that cause guests to recommend and act as advocates but the latest insight offers hope for a further 30%.

While:

• Net Promoter research proves that 90% is the target score
• 87% of businesses are not delivering experiences worthy of recommendation
• 34% of businesses scored less than 60% - a level of dissatisfaction causing those guests to act as detractors - sharing the negative experience with friends and colleagues

The good news; aside from the 13% already scoring 90%; is that:

• 30% of hospitality businesses are within 10% of delivering the 90% satisfaction and loyalty levels required for guests to become promoters

Setting all of the the negatives aside what this intelligence demonstrates is a huge opportunity - just a 10% shift for 30% of businesses would be worth vast sums to both the individual business and the sector as a whole. Simply by focussing on allowing personality to shine and building rapport and connection with guests, teams can better understand their needs and deliver beyond their expectations thereby converting ambivalent guests into advocates.”

Disney’s own research found that guests who score 90% + are worth 4 times as much to their business as other less satisfied guests.

Not only would this shift provide competitive advantage for the business concerned but the word of mouth helps provide much needed ballast for the hospitality industry who face a barrage of competition every day - supermarkets, retailers, broadband streamed entertainment and all the others who are competing for consumers hard earned disposable income and time.”

With a little strategic thought and by focussing on the things that matter the guest  experience can be significantly improved (as proven by our clients results) causing more guests to drag themselves out of the sofa, away from the HD film and into the welcoming arms of your team.