QUALITY MANAGEMENT SYSTEM
Measurement to define, update and improve the
customers’ experience
The implementation of these initiatives has directly led not only to an
improvement in quality as perceived by the customers, but also to
an improvement in the ratings that are given to the Group’s hotels in
the sector’s online channels. Once again, Quality Focus, which is the
Company’s Quality Management System, is a key factor to reach these
achievements; this systemhas made it possible tomonitor the evolution
of all action plans set in both internally and in on-line channels.
Positive effects on visibility and perception
In this sense one outstanding factor is the increase in the rating
obtained on TripAdvisor, where a figure of 8.2 was achieved (+0.4when
compared to 2013), which has enabled many of the Group’s hotels to
position themselves among the best in their cities, with 122 hotels on the
first page of the prestigious website by the end of the year.
The areas that stood out the most in 2014 in terms of better quality
perception included: service (8.5), which increased by +0.4; good
value for money (8.0); and room and bathroom perception (8.2), which
improved by +0.3 in both cases, compared to the 2013 rating.
The launching of the brand NH Collection was a success in terms of
customers’ rating in 2014, because these were the hotels that most
improved their perceived quality in all areas, attaining an average
rating of 8.9, which made them the Company’s best reference in 2014.
TOP 5 Hotels
NH Hotel Group
General Satisfaction
TripAdvisor
(scale 1 to 10)
NH Collection Olomouc Congress
9.7
NH Collection Abascal
9.4
NH Collection Palazzo Barocci
9.4
NH Collection Guadalajara
9.4
NH Collection Eurobuilding
9.2
COMMITMENT TO OUR STAKEHOLDERS
The new NH experience
35
Quality measurement tool innovations 2014
The new tool offers the possibility of monitoring the
client satisfaction level for each brand (NH Hotels,
NH Collection, nhow and Hesperia Resorts), for the
different customer profiles (leisure, business and
meetings) and for the different NH Rewards loyalty
programme categories. Furthermore, in 2014, the
managers of 273 hotels were able to use the tool to
reply to the comments made by the clients in the
internal customer satisfaction survey.
More than
41
,
000
customers contacted,
who requested to be contacted
More than
100
,
000
customers’ comments decoded
by semantic analysis
NH Collection President
Milan, Italy
TRIPADVISOR SCORE EVOLUTION
NH Hotel Group
8 8
8.1
8.1
8.2
8.2
8.2 8.2
8.3 8.3
8.3
7.9
7.9 7.9
7.9
7.8
7.8
7.7 7.7
7.7
7.7
7.7
8.3
8
2014
2013
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
