Latest luxury hotel benchmarks show impact of continued focus on customer service
In the latest luxury hotel benchmarking, hotels continue to see traction from word-of-mouth recommendations driven by overall satisfaction and generally healthy Net Promoter Scores.
The study relies on the guest review software from BluSky Marketing, which takes guest reviews directly from verified guests and asks them a series of questions to effectively breakdown the hows, whys and wheres of the hotel’s inbound and on-site marketing/experience efforts.
Net Promoter Scores continue to infiltrate all levels of industry, fast becoming the standard way to determine how likely a business is to gain further business through word-of-mouth recommendations.
Katie Scott, the Marketing Manager at one of the client hotels, the Rockliffe Hall, finds value in learning their own competitive position via the benchmarking and extensive survey process outside of the TripAdvisor ecosystem: