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HOW TO MEASURE GUEST
LOYALTY?
Key metrics by hotel management
agencies
Net Promoter Score (NPS)
NPS remains relevant and
valuable because it provides
hotel businesses with
immediate insights into the
likelihood of guest loyalty, as
recommended by the best
hotel management agencies
in India.
Guest Engagement Score (GES)
A high GES indicates a strong
emotional connection between the
guest and the brand, which often
translates into repeat visits and
advocacy.
Guest Satisfaction Index (GSI)
GSI allows for a deeper dive into
specific elements of the guest
journey, which is particularly useful in
identifying areas for improvement
and ensuring consistent guest
satisfaction.
Digital Footprint Analysis
This involves monitoring and analyzing the
hotel's online presence, which includes online
reviews, social media mentions, hashtag
trends, and user-generated content.
Personalization Metrics
Hotel businesses that excel in personalization
can create a deep emotional bond with their
guests, leading to increased loyalty.
Sustainability and CSR Metrics
Hotel businesses can leverage
sustainability and CSR initiatives to
attract and retain guests who
prioritize responsible and ethical
practices.
Customer Lifetime Value (CLV)
Customer Lifetime Value (CLV)
calculates the total revenue a guest is
expected to generate for the hotel over
their entire relationship.
Thank You
https://www.promiller.in/
+91 9601444430
info@promiller.in

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'ProMiller Hotel Management Agency' .pdf

  • 1. HOW TO MEASURE GUEST LOYALTY? Key metrics by hotel management agencies
  • 2.
  • 3. Net Promoter Score (NPS) NPS remains relevant and valuable because it provides hotel businesses with immediate insights into the likelihood of guest loyalty, as recommended by the best hotel management agencies in India.
  • 4. Guest Engagement Score (GES) A high GES indicates a strong emotional connection between the guest and the brand, which often translates into repeat visits and advocacy. Guest Satisfaction Index (GSI) GSI allows for a deeper dive into specific elements of the guest journey, which is particularly useful in identifying areas for improvement and ensuring consistent guest satisfaction.
  • 5. Digital Footprint Analysis This involves monitoring and analyzing the hotel's online presence, which includes online reviews, social media mentions, hashtag trends, and user-generated content. Personalization Metrics Hotel businesses that excel in personalization can create a deep emotional bond with their guests, leading to increased loyalty.
  • 6. Sustainability and CSR Metrics Hotel businesses can leverage sustainability and CSR initiatives to attract and retain guests who prioritize responsible and ethical practices. Customer Lifetime Value (CLV) Customer Lifetime Value (CLV) calculates the total revenue a guest is expected to generate for the hotel over their entire relationship.