MEIIO top-box performance for FY 2019 improved over FY 2018 (+2%), driven by improvements in all hotels Most improved including SLND (+4%) Top performers include SLIB 78% and SLMD 75%. EUNA score remained the same YOY, SLPR and SLTO improved by +5% while SLLN declined by -5%. BSC 2020: Top-box performance OSE (post stay)
Overall Experience Top-box Performance Monthly from December 2018 – December 2019
85%
80%
MEIIO, FY 67% EUNA, FY 77% GLOBAL, FY 63%
75%
70%
65%
60%
55%
50%
• Top-box performance = % guests who rate us a “5” on Overall Experience • Reflective of truly delighted and hence loyal guests. 19-Aug 19-Sep 19-Oct 19-Nov 19-Dec 19-Jan 19-Feb 19-Mar Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May 19 Jun-19 Jul-19 Aug 19 Sep 19 Oct 19 Nov-19 Dec-19 19-Apr 19-May 19-Jun 19-Jul 18-Dec
Source: TrustYou Performance scores based on “Overall Experience” question from post-stay surveys.
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