Are your guests willing to recommend your hotel to a friend, family member or colleague? If yes, then you are probably on the right path. Net Promoter Score (NPS) is a powerful tool used by brands across industries to identify their happy clients (promoters) and the not-so-happy clients (detractors); those who would want their near and dear ones to visit your property based on their pleasant stay, and those who would not.
Of course, the activity is beneficial for hotels as it brings forth the areas that need improvement and helps them better their services in future. Moreover, the more the number of promoters, the better it is for the hotel. However, one cannot run away from the fact that there would always be some detractors who would leave your property disgruntled and would not hesitate to leave a negative comment or a low rating for your hotel. The presence of these detractors can pull down the hotel’s overall Net Promoter Score, and prove to be a dampener. Therefore, in the ideal scenario, minimizing the number of these detractors and increasing the number of promoters is a constant attempt made by all hotels.
However, ensuring the same is not a task that can be performed overnight, and requires many processes to be put in place, and a lot of efficiencies to be poured into the system.
Remember, we are living in the digital age, where travellers have access to a number of communication channels, especially social media, where they are extremely comfortable in sharing their experience, thereby bringing a huge impact on the hotel reputation. In such a case, having more promoters also increases the hotel’s chances of having better reviews. Below are a few points, by taking care of these a hotel could ensure a maximum number of happy guests.
a) In-Room experience – The first and the foremost requirement of any guest that goes a long way in shaping their overall opinion about the hotel is their experience with the room. Factors like room hygiene, comfort, space, complimentary Wi-Fi, clean washroom, etc. play an important role in ensuring that they have a great stay. In fact, a recent research indicates that travellers utilized the in-room features are more than the on-property services. A clear focus on ensuring that the room is well equipped with the right set of things is therefore utmost essential. Clearly, if your guests are happy with the room services, half of your job in turning them into promoters is done.
