SLTO Guest Satisfaction FY Review

SLTO Guest Satisfaction FY Review

Our Guests Satisfaction Review

SLTO 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 79 02 50 9 OR SCAN QR CODE

79 02 50 9

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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 (69.2%) was below target by -5.8% and ranked #8 of 15 in MEIA region, exceeding global average by +0.6%. Family Segment scored OSE top box -3.2% lower than non-family segment

100.0%

OSE Top box score FY 2021 69.2 %

90.0%

80.0%

70.0%

60.0%

-5.8% vs Target +0.6% vs Global Avg

50.0%

40.0%

30.0%

OSE Top box score FY 2021 Families 66.0 %

20.0%

10.0%

0.0%

Jan-21 Feb-21 Mar-21 Apr-21 May-21 Jun-21 Jul-21 Aug-21 Sep-21 Oct-21 Nov-21 Dec-21

-9.0% vs Target

OSE Top Box

Family Segment

Target

OCC %

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What key drivers are affecting OSE top box performance scores?

Top performing key drivers include Departure (94.7%) and Room Cleanliness (94.5%). All key drivers except breakfast scores remained stable performing between 90-98% throughout the year. Slight dip in People scores (-2.3%) YOY

KEY DRIVER

FY 2021

GLOBAL AVG VARIANCE VS GLOBAL AVG

100.0

TOP BOX OSE

66.0%

65.4%

+0.6%

95.0

OUR PEOPLE

94.1%

92.8%

+1.3%

90.0

ARRIVAL

91.4%

89.7%

+1.7%

85.0

DEPARTURE

92.2%

91.7%

-0.5%

80.0

ROOM CLEANLINESS

94.5%

91.1%

+3.4%

ROOM WORKING ORDER

92.2%

90.5%

+1.7%

75.0

BREAKFAST

86.2%

86.2%

0.0%

70.0

65.0

OSE Top Box

60.0

55.0

50.0

JAN FEB MAR APR MAY JUNE JUL AUG SEPT OCT NOV DEC

Our People Departure

Arrival

Room Cleanliness

Room Working Order

Breakfast

In 2021 ‘ROOM CLEANLINESS’ ranked 41 of 102 globally within the Shangri-La group

Top Box OSE

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Family Guest Feedback Insights

In 2021 guest feedback, there were 3 areas where family guests rated lower than nonfamily guests

-2.7%

How well did we fulfil the preferences you specified?

-2.8%

Rate your overall Arrival Experience

Rate your overall Room Cleanliness

-3.1%

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