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Hysat & Medallia
55
Transcript
February 2015
Week 2
Social Media
Focus points last 2 weeks February
- Thank our guest for the loyalty (GP)
- Make sure guest has all the necessary tools while waiting for the room.
What are we good at...?
And what did they say?
Medallia...
"I am a Hyatt Diamond member and as such, spend a lot of time at Hyatt properties. This was my first trip to the Andaz Amsterdam and i was truly thrilled.."
"Excellent front desk staff that is very knowledgeable and helpful."
"Staff were there, but they seemed oblivious to the presence of customers."
- Authentic hospitality
- Enhance our team communication
"Room Service breakfast gave me upset stomach. french toast eggs were not cooked properly.
What type of guests did we had in January...
- 68.5% Leisure guests
- 54.1% GP members
- 43.1% Stayed during the week
- 53.2% Stayed 1-2 days
- 44.4% were couples
January Analysis
NPS 65.7 with 109 surveys
Drill downs
Thank you!!!
Hysat & Medallia results January 2015
2014 Medallia results...
2015 Goal...
78 % of NPS per month
% Promoters + % Detractors=
NPS
NPS
What it is?
How do we calculate it?
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