NPS or Net Promoter Score is an index that provides an indication of how happy customers are. It also indicates the willingness of the customer to recommend a company’s products or services to their friends, family and others. The index can range between -100 to 100. In many industries, NPS score helps gauge customer satisfaction and hence their loyalty to a particular product or service or a brand.
Usually, NPS is obtained from the customer using a single question
“On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague ?”
Based on the responses, customers are classified as Detractors (score <6), Passives (score = 7 or 8) and Promoters (score >8). The overall percentage of detractors is then subtracted from the percentage of promoters to obtain the Net Promoter Score. The range usually falls between -100 and 100.
Hospitality industry is extremely competitive these days and hence businesses need to really focus on their services to get a good NPS. An organisation can gain competitive edge by diligently monitoring NPS periodically.
Every industry vertical has a range of NPS scores depending on the level of engagement with their customers. Any score above zero is considered to be good and if the business is able to make it above +50, then the NPS is excellent. Temkin group (a leading firm in customer experience research and consulting) in its 2018 consumer benchmark survey report states that hotel industry has an average NPS score of 33.
Temking Study on NPS
Source: Temkin Group
So, the hotel is considered to be above market average if it could manage to get an NPS of 33 and above. Now that we have seen briefly about NPS and the industry average, let us now consider some of the proven ways to raise the NPS score of your hotel.
 Set SMART goals
The hotel should have Specific, Measurable, Achievable, Realistic and Time-bound goals overall – for achieving NPS. The hotel management should work with all of its departments to take a holistic approach towards setting up and achieving SMART goals by offering superior customer service at each and every touch point. Depending on the functionality of every department within the hotel, these goals should be aligned respectively.
 Provide consistent training to all staff
All staffs right from valet parking to luggage control to the heads of the departments should be trained consistently to provide superior service to the guests.
Given the global exposure of most travellers and guests, it is important that the teams maintain the hotel and hotel premises on par with global standards.
In our humble opinion we feel that the willingness should come from the senior management to invest their time and efforts to ensure that all the departments work in unison to provide superior customer experience.
Apart from imparting training, a reward system should be introduced to reward the top performers or when someone reaches a defined defined target or milestone.
 Introduce automation wherever possible
One of the primary reasons hindering good customer service is the nature of mundane tasks. Hotel staff most of the times get overwhelmed or tired and hence they are prone to forget or unwantedly delay or even forget to complete certain guest service requests or complaints. To avoid these unwanted escalations and issues, hotels can implement automation software like Geedesk to manage their guest complaints and service requests.
Some of the popular hotel chains across the world use Geedesk to automate their daily operations to deliver timely services to their guests (sorry for being a shameless plug).
In your typical complaint management software when a guest makes a call requesting a service or to raise a complaint. The operator picking up the phone creates a ticket in the complaint management software, instead of noting it down in the call log register.
Once the ticket is created the ideal complaint management software would automatically assign the ticket to the right person in the right department. The employee who receives the ticket needs to resolve it in a pre-defined time else the ticket is escalated to his supervisors or managers.
In this case automation increases accountability among employees and this ensures the guests are kept happy consistently.
Since inception Geedesk has helped hotels save $10 million by reducing losses amounting from guest incidents, delayed and unplanned maintenance activities.
 Personalize Experiences
One of the most important points to have a positive impact on guests is to make them feel at home. This can be achieved by personalizing communications, intuitive customer service integrations and taking care of most of their requirements within their eligibility window.
This works best when the hotel maintains a detailed log or guest profile of all their loyal guests. Hotels already have access to all these data, but the only drawback is that this data remains in silos mostly inaccessible by hotels.
The need of the hour is a platform or tool which can pull data from all these silos and convert them into meaningful information and present it on a dashboard. Datamagnet (sorry for being a shameless plug again 😉 ) can help you do the same.
For example, a guest has a pattern of regularly visiting the spa during each of his / her visits. Datamagnet through its insights can help the hotel staff to offer a pre-booked spa appointment of the guest’s favorite therapy (or) customize spa packages for the guests upon arrival.
This kind of personalized offering creates a wow factor for the guest thus serves as a booster to the NPS. Once the guest is happy, the hotel can also ask them to provide positive reviews on social media which in turn helps the hotel to gain the much needed competitive advantage .
 Proactive Maintenance
Nothing turns off a tired guest who checked-in after a 20 hour long flight, to find a broken air conditioner or a patchy wi-fi connection. Unclean room or washrooms are also a big turn off for the guests.
So, every room has to be proactively maintained to ensure everything is in proper working order. Floor service managers need to ensure that the room is properly cleaned, bed sheets, linens and pillows are properly washed, fridge is refilled and all electrical, mechanical and plumbing are taken care of appropriately.
Geedesk offers an easier way for hotels to plan their maintenance activities. The Analytics report in Geedesk helps the hotels in understanding the most pressing issues in any given property.
Our customers refer to these analytics report to plan their maintenance activities and also use it as a reference point to gauge if the maintenance activity gave the desired result.
As mentioned above, improving NPS is all about building positive relationships with guests at every touch point in the hotel and offering a wow experience.
The vital points discussed above are tested and trusted by most hotel chains across the world and it has proven to be effective.
Let us know your thoughts on other innovative ways to provide superior customer experience which has helped you in improving your NPS score.