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; a...

Hospitality Sector Benchmark rises to 75.42%

Hospitality businesses are in the business of delivering experiences, they are not in the beer, bed, burger or pizza business, these just happen to be products they offer. It is the emotional connection that is made with guests that causes them to become fans and provides competitive advantage. Delivering food, drink and / or accommodation to the standards demanded by guests in a clean and safe environment are simply minimum requirements.

Our rese...