22
ECONOMIC PERFORMANCE • customers
EXCELLENCE IN
QUALITY
In 2012 both quality management tools from NH Hoteles
get consolidated:
Quality Focus, c
hannel of dialogue
with customers enabling to position
the service and the quality as
Company’s strategic aspects,
giving NH Hoteles competitive
advantage in the market and making it easier for
employees worldwide to get involved.
Quality Focus On-line,
software
allowing to get to know customer
assessments in all the hotels, to
gather all that information in a
sole platform and to get reliable
statistics showing the satisfaction level to set up on-going
improvement plans.
In 2012 more than
228,000
surveys
were collected, with
an average global rate of 8.1 over 10, making the Company
one of the best rated in the industry. Location, cleanliness
and service are the most appreciated elements according
to NH Hoteles’ guests.
CUSTOMERS
Customer satisfaction is NH Hoteles’ priority and, therefore,
our aim is facilitating the processes, keeping transparent
actions, ensuring the quality of care and service and
constantly innovate to meet customer expectations.
2011
2012
DIF.
General Satisfaction (*)
8.0 (
from 0 to 10)
8.1 (
from 0 to 10)
+ 0.1
No Surveys
105,135
89,985
- 15,150
No Scores (NH Surveys+ external pages)
211,577
229,809
+ 18,232
Value for Money Scores
7.5
7.7
+ 0.2
Overall Score of NH Hoteles
(*)
Including NH Hoteles’ internal surveys and external pages scores.
Top Rated Hotels
The hotels NH Palacio de Tepa,
rated 9.0, NH Porta Rossa,
rated 8.9, nhow Berlin, rated 8.8
and Grand Hotel Convento di
Amalfi, rated 8.8, have become
the favourite ones according
to travellers because they offer
additional services and have
innovative spaces.
QUALITY FOCUS
NEW
FUNCTIONS
Quality Balanced Scorecard
(
QBS)
Tool that enables linking the customer
satisfaction results with other business
variables, such as employee productivity
or income, and look for best practices in
order to increase customer satisfaction
and Company efficiency.
Mystery Guest
In 2012, the results of
367
audits
carried out by the Quality Department
at NH Hoteles using the Mystery Guest
methodology were integrated in the
platform Quality Focus On-line to
determine whether the service meets the
standards and follows the procedures
defined by the Company. Furthermore,
79
Mystery Guest visits were made to
competing chains to monitor new trends
in providing hotel services.
2011
2012
Nº Visits
290
367
Score
7.08
7.73
NH Porta Rossa, Firenze - Italy
