Customer relationship excellence measured and monitored… thanks to XPS

Tess Mandoul

Sales & Marketing Manager | Malone Hotels

The XPS dashboard is our relationship mirror. It shows us concretely what’s working and the synergy that generates revenue.

Hotel des Carmes in France

Context

Located in the heart of the Latin Quarter, just few away steps from Notre-Dame, the Hotel des Carmes by Malone is a 4-star property welcoming a cosmopolitan clientele seeking authenticity and simplicity. As an intimate hotel, every opinion counts, and every guest feedback has an impact. To effectively manage its customer relations and continuously measure its performance, the hotel can rely on the Experience Performance Score (XPS).

Challenges & solutions

  • Being able to use clear indicators on the quality of customer relations
    Use of the 6 key XPS indicators: Customer contact details capture– Frequency of customer contacts– Level of customer engagement– Customer satisfaction– E-reputation– Maintaining contact after the stay
  • Do not report manually
    Access to instant results, month by month and by criteria
  • Identify your strengths and areas for improvement quickly
    Easy-to-understand rating system and Experience recommendations powered by XPS
  • Compare its performance in terms of customer relations with other hotels in the group
    1-click comparison possible at group level
  • Provide a concrete dashboard to the General Manager on performance
    Simplified layout with time-based evolution of results
Hotel room reaveal

Results

The results demonstrate our ongoing commitment to excellence and customer satisfaction!

  • “A” score : the highest level of performance, achieved by only 2% of hotels
  • 90% customer email capture
  • 70% of guests are receiving Customer Relations campaigns (before, during, after stay)
  • 9.2/10 of average customer satisfaction, measured by the CRM