“2 years ago we faced a strategic challenge – we had occupancy rates of 95%, NPS scores over 50% and high levels of loyalty, but we lacked a clear understanding of what we needed to improve for our guests. We worked with Listen & Learn Research who analysed over 40,000 guest questionnaires and trip advisor reviews to properly understand the sentiment of the comments and the common causes of detraction for guests.
The insights reshaped our strategic direction and refocused resources and investments, with results showing high guest quality scores, increased sales and higher levels of loyalty.”
