Experience Performance Score
A step towards excellence to finally measure customer relations in hotel industry
The quality of customer relations is an essential pillar of the hotel experience. Many establishments struggle to obtain a comprehensive assessment of their practices. To meet this need, Experience Performance Score has been created: an innovative standard, specifically designed to measure and improve digital customer relations, dedicated to the hotel industry.
Why Experience Performance Score ?
The first standard dedicated to hotel customer relations
After 10 years of expertise in analyzing customer relations practices, Experience Performance Score was created to provide hoteliers with a precise assessment of the quality of their customer relations. This standard is based on an analysis of some fifteen key criteria that determine your customer relations. Hoteliers can obtain a global overview of their performance and act on the necessary levers.
A full assessment based on essential criteria
Experience Performance Score evaluates your customer relationships based on many criteria that cover all aspects of the digital customer experience, including:
– Capture of customer contact information
– Frequency of customer contacts before, during and after the stay
– Level of customer engagement
– Customer satisfaction
– E-reputation
– Keeping contact after the stay
Each of these criteria is scored and integrated into the final calculation to provide an accurate indication of the quality of customer relations in your hotel.
How does Experience Performance Score work?
A simple, accessible rating system
The Experience Performance Score standard is based on an overall rating for your hotel, ranging from A to E, to enable you to quickly visualise your level of performance in terms of customer relations. Establishments with an A grade represent excellence in their practices while an E grade indicates significant possibilities for improvement. This accessible approach, with an instant calculation, helps hoteliers to identify where they stand and better guide their efforts.
Experience Perfomance Score benefits for your hotel
Why Experience Performance Score for your business?
By using Experience Performance Score, you can guarantee your hotel a clear, structured vision of digital customer relations. Here is why Experience Performance Score is an undeniable asset for your hotel:
- Transparency: An objective and precise assessment of your practices.
- Comparison: Results are based on the performance of numerous establishments, providing a reliable score.
- Competitiveness: A standard that helps you position yourself as a leader in customer relations in the face of the competition.
- Time-saving: The standard makes the often difficult-to-assess aspect of customer relations measurable.
- Visibility for hotel groups: If you manage several establishments, Experience Performance Score gives you global visibility on the performance of each hotel, making it easier to manage and harmonise practices.
- Free access to the tool: Access to Experience Performance Score is completely free of charge and included with the use of Experience CRM at no extra cost. You benefit from a powerful tool for evaluating and optimising your customer relations.
Simulator
Test your performance in just few clicks
Would you like to know how your hotel’s customer relations stand? With the Experience Performance Score simulator, you can evaluate your performance free of charge, without having to be our CRM customer. In just few minutes, you will get an initial estimate of your score, enabling you to optimise your hotel’s customer experience.
Evaluate the situation
Make an appointment with our experts
Would you like to go further? Our experts are at your disposal to help you evaluate and improve your hotel’s customer relations. Book a personalised consultation now and discover how Experience Performance Score can revolutionise your practices.
