Leading Hospitality to Uses Big Data as a Real-time NPS and to Identify the Financial Impact of Bad Customer Experiences.

Leading Hospitality to Uses Big Data as a Real-time NPS and to Identify the Financial Impact of Bad Customer Experiences.

Our client managed apartment hotels globally but was unhappy with its market penetration in Africa. We were asked to assess and reformat the entire emerging market proposition. Using big data and an array of proprietary algorithms to help client scores customer experience in real-time, giving clients a dynamic “Net Promoter” style Brand Score and ability to highlight the issues with the current offer. The results, after implementation, included a 10% increase in sales from launch and, most importantly, a much-improved guest satisfaction score. The hotel could experience a 19% increase in brand awareness. 

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