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SLV Our Guests Satisfaction FY Review
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Our Guests Satisfaction Review
SLV FY 2021
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Another unprecedented year is behind us. Looking ahead, fostering the deepened learnings about our valued guests remain essential as we compete to win.
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Digital Quiz
Go to www.menti.com Enter the code 58 24 84 06 OR SCAN QR CODE
58 24 84 06
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Where we stand…
Review of 2021 Guest Experience Performance Metrics
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Our Guests Engagement Scores Three key metrics to directly measure our success in delighting our valued guests
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COMPSET INDEX SCORE (ONLINE REVIEWS)
AVG PROBLEM HANDLING SCORE (POST STAY SURVEY)
OVERALL STAY EXPERIENCE SCORE (POST STAY SURVEY)
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Refers to the % of guests who rated full score of “5” based on the “Overall Experience” question in post stay surveys.
OSE Overall Stay Experience
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Overall Stay Experience Performance
FY OSE top box score (75.8%) achieved target by +0.8% and ranked #3 in MEIA region after Paris and Istanbul, also exceeding global average by +10.4%. Family Segment scored OSE top box -8.6% lower than non-family segment
100.0%
OSE Top box score FY 2021 75.8 %
90.0%
80.0%
+0.8% vs Target +10.4% vs Global Avg
70.0%
60.0%
OSE Top box score FY 2021 Families 68.8 %
50.0%
40.0%
Jan-21 Feb-21 Mar-21 Apr-21 May-21 Jun-21 Jul-21 Aug-21 Sep-21 Oct-21 Nov-21 Dec-21
-6.3% vs Target
OSE Top Box
Family Segment
Target
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What key drivers are affecting OSE top box performance scores?
Top performing key drivers include Our People (96%) and Room Cleanliness (96.7%). All key drivers except breakfast scores remained stable performing between 92-98% throughout the year. Slight dip in Arrival scores (-2.3%) and decline in breakfast scores (-8.7%) vs FY 2019
KEY DRIVER
FY 2021
GLOBAL AVG VARIANCE VS GLOBAL AVG
100
95
TOP BOX OSE
75.8%
65.4%
+10.4%
OUR PEOPLE
96.0%
92.8%
+3.2%
90
ARRIVAL
92.7%
89.7%
+3.0%
85
DEPARTURE
94.7%
91.7%
+3.0%
80
ROOM CLEANLINESS
96.7%
91.1%
+5.6%
ROOM WORKING ORDER
94.8%
90.5%
+4.3%
75
OSE Top Box
BREAKFAST
85.1%
86.2%
-1.1%
70
65
MAY
JUNE
JULY
AUG SEPT
OCT
NOV
DEC
Our People Departure
Arrival
Room Cleanliness
Room Working Order
Breakfast
In 2021 ‘OUR PEOPLE’ scores ranked the highest in MEIA and ranked 13 th highest globally within the Shangri-La group
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Family Guest Feedback Insights
In 2021 guest feedback, there were 3 areas where family guests rated lower than nonfamily guests
-4.4%
How well did we fulfil the preferences you specified?
-5.7%
Rate your overall breakfast experience
How well we anticipated your needs and preferences
-3.7%
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