Park Inn Hotels
We used customer feeedback to enable hotel staff to create momentum for improvements.
The challenge
To engage 110 hotel’s staff to take responsibility for improving NPS.
The solution
We structured the hotel chains customer insight so that we could prioritise the most impactful and NPS damaging feedback. We developed a workshop which converted ‘issues’ into commercially viable improvements. We then created an innovative interactive board game for every hotel to run the workshops themselves and a micro site to share improvements across the group.
The results
Ideas are shared instantly reducing effort.
Those which improve NPS or revenues were the most are rewarded.
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