3.1 TrustYou CompIndex (15%) 3. Our Guests (30%)
Rationale
Our guest’s satisfaction plays a critical role for us to grow and be successful as a group. In 2018, we implemented TrustYou, a comprehensive feedback measuring tool that evaluates guest satisfaction dynamically – not just looking at ratings (internal post stay surveys and ratings on third party sites), but also how we perform relatively against our selected comparable hotels in each market. Our aim is to continue to delight and service our guests to the highest standards, which would reflect on the TrustYou CompIndex Score.
Definitions
Scoring Mechanism
1. TrustYou A platform, we have subscribed to, which provides us with a system that aggregates guest feedback
1. TY CompIndex • Must attain at least 0.90 to get a score • Every additional point performance above 0.90 will result in a higher score • Maximum 15 score will be capped at 1.10 2. Extra Points • Achieving either one of the below will gain the hotel 2 extra points: a) Shown improvement vs. 2018 TY CompIndex Score b) Meet or exceed TY CompIndex 1.1 • Achieving both items will gain the hotel 2 extra points only
2. Our hotel performance score Simple average score achieved by our hotel based on an aggregation of: • Internal post-stay (“Overall stay experience”) and post-event (“Overall event experience”) surveys, the process for which is owned by QI; and • External ratings of our hotel on 200+ third party influencer websites (e.g. Trip advisor)
3. Peers Competitive hotels for TrustYou compindex as per STR/Commercial compset
4. Peer performance score Simple average score achieved by an individual peer hotel based on an aggregation of: • Internal post-stay surveys (if they have subscribed to Trust You); and • External ratings of peer hotels on 200+ 3rd party websites (e.g. Trip advisor)
TY CompIndex
Score
≥ 1.10
15
1.00 – 1.09
13 – 14.8
0.90 – 0.99
11 – 12.8
5. Competitor average score Simple average of the peer performance scores achieved by all competitive hotels (excluding our hotel).
< 0.90
0
Any improvement vs 2018 YE Or Meet/exceed 1.10
+ 2 Extra Points
Measurement
TrustYou CompIndex Score* = Our hotel performance score ÷ Competitor average score
19
*YTD figure
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