October 19, 2018
Experience is key for the hotels of the future
There has been much talk in the hotel industry about creating a “narrative” experience in hotels.Read more
With over 3,000 apartments in 10 cities, Staycity Aparthotels has consistently outperformed its competitors in Net Promoter Score, giving the company an upper edge when it comes to attracting potential guests.
The Net Promoter System was devised in 2003 by a group of researchers led by Fred Reichheld, Bain & Company and Satmetrix Systems. Customers are asked if they would recommend the service to their friends or colleagues using a scale of 1 to 10. This one simple score is considered to be one of the most important measures of customer satisfaction.
Rhonda Meehan, group quality manager at the Staycity Aparthotels group, shares the story of her company’s successes using the Net Promoter System.
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