Case study : customer relations, Experience Performance Score
Case study : Customer relationship excellence measured and monitored… thanks to XPS
The XPS dashboard is our relationship mirror. It shows us concretely what’s working and the
synergy that generates revenue.Tess Mandoul, Sales & Marketing Manager | Malone Hotels
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
- Do not report manually
- Identify your strengths and areas for improvement quickly
- Compare its performance in terms of customer relations with other hotels in the group
- Provide a concrete dashboard to the General Manager on performance
- Use of the 6 key XPS indicators: customer contact details capture, frequency of contacts, customer engagement, satisfaction, E-reputation, maintaining contact after the stay
- Access to instant results, month by month and by criteria
- Easy-to-understand rating system and Experience recommendations powered by XPS
- 1-click comparison possible at group level
- Simplified layout with time-based evolution of results
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
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