Maintaining Your Member Satisfaction: Strategies for Continuous Improvement

WOW, you’re crushing it!  When NPS is above 42.9 or OSAT is over 73%, your hotel is surpassing industry averages!

This achievement is a testament to your hotel’s collective hard work and dedication!  Instead of just printing those stellar scores in big numbers and posting them in the break room, keep the momentum going and drive the team even further forward.

Here are a couple of strategies to help keep the momentum:

Celebrate Successes: Acknowledge and reward the team's hard work and dedication that led to surpassing industry averages.

Seek Continuous Feedback: Regularly solicit feedback from Members to identify new areas for improvement and understand their evolving needs and preferences.

Personalize Experiences: Continue to focus on delivering a warm welcome, thanking the I Prefer Member for their loyalty, and providing all their benefits including applicable amenities such as a Welcome Amenity for Gold & Titanium Members, plus a special Food & Beverage opportunity for Titanium Members.

As a reminder, this is one of those four factors of guest loyalty.  Are there things to change up or add to the repertoire to elevate your guest experience?  Are there processes for your guests that make it more difficult for them, but we’ve “always done it that way”?  Can they change at all?

Invest in Training: Leverage other courses on this platform and for PreferredNet.Net resources for ongoing training and development opportunities for your team to ensure they are equipped with the latest skills and knowledge.

‍Monitor Competitors: Keep an eye on industry trends and competitor practices to identify opportunities for differentiation and improvement.

Engage and Communicate: Maintain open and effective communication with Members, making them feel valued and heard.

When in doubt or looking for more ideas, connect with us.  Even better, share some of your best practices with us, so that we can help other properties use your experiences to help drive that loyalty throughout the I Prefer portfolio.

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