IKL Knowledge

Policies & Procedures

TEAM

Why are we focussing on NPS (Net Promoter)?

who score a  9!

are twice as  likely to 

us as those 

give us a 10 

Guests who 

recommend 

50%

how amazing this hotel is!

Iʼm going to tell all my friends

Iʻm going to share with all my friends Why are we focussing on NPS (Net Promoter)? 58% 8% If you think a  guests’ unhappy,  ask them what you  can do to help.  We  need to prevent  these guests from  leaving and not  coming back and  worse still, telling  others . You may think 7 or 8 out of 10 is an  ok score.  Being ok is not good  enough and leaves us exposed to our  competitors. These guests will go  elsewhere if they see a better offer. my bad experience about this hotel

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Innkeeper’s Lodge

Policies & Procedures Guide