Overall Stay Experience
Refers to the % of guests who rated full score of “5” based on the “Overall Experience” question in post stay surveys.
• Stable OSE performance from March to July with scores overachieving target between 75-78% • Decrease in August to 59% (-13% pts) mainly impacted by decline in Breakfast (-5% pts) and Arrival/Departure (-7% pts) key drivers • Saw an increase to 77% in September (+17% pts) • Our people remains the highest positive key driver impacting OSE 95% YTD (+2% pts above global average) • Form Key driver project teams for BITE and FL15
70.7 %
OSE Top box score YTD
50.0% 55.0% 60.0% 65.0% 70.0% 75.0% 80.0% 85.0% 90.0% 95.0% 100.0%
-4.9% vs Target -5.1% vs FY2020
69.2 %
OSE Top box score YTD Families
-5.8% vs Target -2.8% vs FY2020
Jan-21 Feb-21 Mar-21 Apr-21 May-21 Jun-21 Jul-21 Aug-21 Sep-21 Oct-21
20
OSE Top Box
Family Segment
Target
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