3.2 TrustYou Post Stay Survey – Key Drivers (5%) 3. Our Guests (30%)
Rationale
Our Post-Stay Guest Survey measures the Overall Stay Experience(OSE) which is one component in the TrustYou Performance score leading to the hotel’s CompIndex. Post-Stay surveys are categorized as “verified reviews” as a survey invitation is directly sent to the guest after check-out. The Post-Stay Guest Survey also measures the key drivers of OSE and have been in place since 2009. Measuring the key drivers are useful to assist hotels to understand what areas to focus and crucial to drive improvement efforts in guest experience.
Definitions
Scoring Mechanism
1. Post-Stay Survey Surveys directly emailed to guest by third party vendor, TrustYou, after check out. • 60 day suspension rule applies when guest stay in the same property. • 14% conversion rate in 2018
Achieving either one of the below will gain the hotel 1 point for that Key Driver: a) Hotel must show at least one full point improvement vs 2018 YE results.
2. Key Drivers of Overall Stay Experience • Our People • Overall Arrival • Overall Departure • Overall Breakfast • Overall Guest Room & Bathroom
b) Meet or exceed Key Driver Score 90
Key Drivers
Criteria
Score
Our People
1
Arrival
1
Departure
Attainment of (a) or (b)
1
Breakfast
1
Guest Room & Bathroom
1
Measurement
Post-Stay Key Driver Score* = Average of all ratings under each Key Driver
20
*YTD figure
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