The quality of customer relations is an essential pillar of the hotel experience. Many properties struggle to obtain a comprehensive assessment of their practices. To meet this need, Experience Performance Score has been created: an innovative standard, specifically designed to measure and improve digital customer relations, dedicated to the hotel industry.
Experience Performance Score evaluates your customer relationships based on many criteria that cover all aspects of the digital customer experience, including :
Each of these criteria is scored and integrated into the final calculation to provide an accurate indication of the quality of customer relations in your hotel.
The Experience Performance Score standard is based on an overall rating for your hotel, ranging from A to E, to enable you to quickly visualise your level of performance in terms of customer relations. Establishments with an A grade represent excellence in their practices while an E grade indicates significant possibilities for improvement. This accessible approach, with an instant calculation, helps hoteliers to identify where they stand and better guide their efforts.
Would you like to go further? Our experts are at your disposal to help you evaluate and improve your hotel’s customer relations. Book a personalised consultation now and discover how Experience Performance Score can revolutionise your practices.
E-reputation measures what guests say about you; the XPS measures what you do for your guests. It tracks the health of your database and the frequency of your outreach: the proactive actions that actually drive direct revenue and prevent bad reviews before they happen.
No. The Experience Performance Score is a private, internal management tool. It is designed solely for you and your teams to identify operational gaps, track progress and benchmark performance across your properties without being visible to the public.
The score is calculated in real-time. As soon as you improve your email capture rates at reception or activate a new automated guest journey, your XPS grade updates instantly to reflect your improved performance.
Absolutely. Hoteliers can use the Experience Performance Score as a clear, objective KPI for their reception and marketing teams. It turns “guest relationship quality” into a measurable target, making it easy to set goals for staff bonuses or performance reviews.