Internal customer satisfaction survey
The internal satisfaction survey, conducted using the
Quality Focus tool, measures customer satisfaction
after a hotel stay.
GENERAL RATING FOR THE
CUSTOMERS STAY
8
.
4
OUT OF MORE THAN 165,000
RATINGS
RATING FOR THE PROCESS OF
BOOKING VIA THE WEBSITE
8
.
9
OUT OF 10,375 OPINIONS
Internal visits and Mystery Guest
The responsible teams for Quality in each one of the NH
Hotel Group’s Business Units make sure that the Company’s
high standards are kept up where quality and customer
satisfaction are concerned.
Internal visits were made and audits contracted through
Mystery Guest, which enabled us to assess how the services
adapted to the standards and procedures established by
the Company and to implement corrective measures at the
centres where room for improvement was pinpointed.
236
INTERNAL VISITS TO THE HOTELS
439
AUDITS BY MYSTERY GUEST
90
CAMPUS TRAINING SESSIONS
COMMITMENT TO OUR STAKEHOLDERS
The new NH experience
36
2013 2014 Dif. (%)
NH survey rating (scale 1 to 10)
General
8.4
8.4
0.0
Service
8.7
8.8
0.1
No. of NH survey ratings
129,816 166,504 36,688
Online rating (scale 1 to 10)
General
8.0
8.1
0.1
Service
8.1
8.5
0.4
No. of online survey ratings
178,831 244,495 65,664
Customer care KPIs
No. communications:
Customer Service department
25240 25021
-219
No. communications: Hotel managers
4,565 16,425 11,860
MAIN QUALITY INDICATORS
NH Collection Constanza
Barcelona, Spain
