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NEWSERVICES
Wifree
As a response to customer requests, basic WIFI service is available for free in all rooms
since 2012. Thanks to our commitment to innovation and after listening to suggestions
for improving service, the speed of the freeWIFI in all rooms will be quadrupled in 2014.
In the case of NHCollection hotels, the speed will be 8 times faster.
For these improvements,
€
1.5
M will be invested in new technologies. Among other
advantages, this will allow more customers to access Internet at the same time without
losing quality in the connection and will also simplify access to the service because
customers who’ve already stayed at one of the Group’s hotels will be automatically
connected when they return.
PERSONAL DATA PROCESSING
Personal data is processed according to standardised and obligatory procedures in
order to guarantee compliance with the appropriate security measures. In addition, NH
Hotel Group Code of Conduct defines the responsibility all Company employees have
with respect to personal data protection laws when dealing with customers, suppliers,
shareholders and other employees. Employees who so require have full access, through
theGroup’s Intranet, to the forms customers canuse to exercise their personal data rights.
NHHotel Group strictly adheres to the enforceable laws on personal data protection and,
in this sense, the biannual audit on personal data protection in Spain and Italy will be
completed during in 2014.
MAINQUALITY INDICATORS
2012
2013
Mystery Guest visits
367
465
No. opinions (NH Surveys
+
external pages)
229,809
302,918
No. NH customer surveys
89,985
135,471
Communications managed by the Customer Service Department
13,705
25,270
CONSOLIDATIONOF QUALITY FOCUS
Quality Focus On-line
is a comprehensive web tool capable of compiling all the opinions and reviews that
exist on Internet about the quality of NHHotel Group and its competition worldwide. In only one platform,
the Company can access customer reviews of all hotels, obtaining reliable and updated statistics to establish
plans for continuous improvement.
In 2013, the tool was consolidated because access and all functions were made available to hotel managers
(
Quality Balance Score card – allows customer satisfaction results to be correlated to other business
variables- and access to Mystery Guest information in all the hotels in their Business Units), and generic
access was granted to all hotel employees.
Internal customer satisfaction survey after thehotel stay
This tool measures customer satisfaction after a hotel stay. In 2013, over
135,000
NH surve
y results were
collected, with an average global score of 8.4 out of 10. Furthermore, Bookers were also surveyed to evaluate
the booking process for groups, meeting halls and restaurant services within the hotels. A total of 3,687
surveys were received, for an average score of 8.7 out of 10, where the best categories were hotel flexibility,
professionalism of employees and cleanliness of the meeting halls.
Web booking process survey
At the beginning of 2013, a new survey was added exclusively for customers who booked their rooms through
the web, including a comments section for improving services. A total of 12,314 surveys were received with
an average satisfaction score of 8.9.
CUSTOMER SERVICE
Over
25,000
customers
who requested it were contacted in 2013, either through the Customer Service
department or the satisfaction survey. As a new feature this year, 21.3%of thosewho completed a satisfaction
survey received a personal response directly from hotel management. This allowed contact with customers
to be more direct and transparent, while increasing their loyalty and surprising them (4,565 total contacts).
In addition, comments were semantically analysed through the Quality Focus On-Line tool. A total
of 59,000 comments from customer surveys were examined in order to identify needs and/or areas of
improvement. At the same time, the comments about free WIFI service were also analysed in 2013. For
this, over 190,000 customer opinions fromdifferent web pages were examined, helping us to identify hotels
in need of improvement.
THE NEWNHEXPERIENCE
-
EXCELLENCE INQUALITY
