Problem Handling Avg Score (Post Stay Survey)
Average of all Ratings under Satisfaction with Problem Handling
• Since August we have been trending downwards in problem handling scores which could be due to a lot of new colleagues on board since then. • Build colleague skillset to handle guest complaints - classroom workshop for L5 • Further engagement with guests on site-YourVoice, Stay quality check during breakfast • Focus on minimizing reoccurring guest defects – weekly DR3 meetings
5.21% 2.08%
7.67%
of families experienced a problem YTD 23.3 %
Average problem handling score for families YTD 54.8 %
of guests experienced a problem YTD 21.2 %
Average problem handling score YTD 59.7 %
14.02%
71.02%
100 80 60 40 20
+8.6 vs FY2020
-10.8% vs Target -5.2 vs FY2020
-5.9% vs Target -0.6 vs FY2020
+6.8 vs FY2020
23
Report generated on: Oct 21
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