EN-Scorecar-Mar-2012.pdf

Hotel Benchmark Previous Month Reporting Period 3 Months Rolling 12 Months Rolling YTD 3 Months Rolling 12 Months Rolling YTD Number of Completed Surveys 20 43 79 - 79 5339 21166 5339 Guest Loyalty Behavior Overall Experience 79.00 82.33 81.01 - 81.01 81.71 80.93 81.71 Likely to Recommend 81.50 83.49 83.29 - 83.29 82.07 81.69 82.07 Likely to Return to Hotel 82.00 85.35 84.94 - 84.94 83.06 82.56 83.06 Likely to Return to Brand 75.50 83.26 80.76 - 80.76 79.96 79.46 79.96 Value Relative to Price Paid 78.50 78.14 78.10 - 78.10 75.49 75.39 75.49 Overall Impression Overall Service 78.21 79.42 78.70 - 78.70 82.87 82.05 82.87 Staff were responsive to my needs 78.42 78.10 78.44 - 78.44 82.75 81.93 82.75 Genuine, caring attitude of hotel staff 78.00 80.73 78.96 - 78.96 82.98 82.16 82.98 Overall Physical 83.26 83.26 83.57 - 83.57 80.82 80.78 80.82 Fresh, up to date appearance of the guest room 82.63 85.58 84.49 - 84.49 80.05 79.83 80.05 Overall appearance of the lobby and reception areas 84.00 82.33 83.54 - 83.54 82.66 82.61 82.66 Appearance of hotel exterior and grounds 83.16 81.86 82.69 - 82.69 79.75 79.89 79.75 Stay Service Experience Efficiency of check-in 83.16 80.48 81.95 - 81.95 82.77 81.85 82.77 Efficiency of check-out 83.50 80.48 81.15 - 81.15 83.59 82.48 83.59 Front desk staff were friendly 85.00 81.67 83.08 - 83.08 84.89 84.05 84.89 Courtesy of staff 84.74 82.14 82.27 - 82.27 84.47 84.47 84.47 Service provided by valet/parking attendants 70.00 79.00 76.58 - 76.58 80.50 81.27 80.50 Service provided by hotel shuttle service, if available 78.00 75.63 77.86 - 77.86 82.05 81.59 82.05 My first impression of the hotel upon arriving 76.00 80.48 80.00 - 80.00 80.92 80.92 80.92 Guest Room Experience: Comfort Comfort of the mattress 85.50 84.42 85.32 - 85.32 84.75 84.33 84.75 Comfort of the pillows 84.50 83.49 84.68 - 84.68 85.28 84.94 85.28 Noise level outside the room 71.00 74.65 74.94 - 74.94 79.13 78.95 79.13 Hotel : HGHSC - Shaoxing Region : Greater Chin