Hospitality
For a leading Indian luxury hospitality brand, loyalty from international guests was elusive despite the hotel’s premium reputation. Guests frequently praised the overall experience in standard surveys, yet the number of repeat bookings among international travelers was disproportionately low. The hotel’s leadership was puzzled by the disconnect between high satisfaction scores and lackluster loyalty.
Recognizing the need for deeper insights, the hotel partnered with Numr CXM to implement a transformative Customer Journey Analytics (CJA) platform. The goal was clear: uncover the hidden causes of dissatisfaction, improve guest retention, and deliver measurable ROI of CX. What followed was a comprehensive strategy powered by predictive analytics that redefined how the brand approached guest loyalty.
Despite its high service standards, the hotel struggled with specific challenges that limited guest loyalty.
The primary challenge they encountered was a low retention among the international tourists. While domestic guests frequently returned, international travelers were less likely to rebook. This trend impacted the hotel’s overall customer lifetime value (CLTV).
Traditional feedback surveys painted a glowing picture of the guest experience but failed to uncover the nuanced issues that drove dissatisfaction. Without an integrated feedback system, the hotel found it nearly impossible to connect the dots across various guest interactions, from booking to check-out.
Numr’s CJA platform was the turning point in the investigation. By analyzing guest feedback from multiple touchpoints—such as check-ins, room stays, and post-stay surveys—the platform began to identify patterns that were previously invisible.
But how did NUMR find out that international tourists were the ones facing specific problems? This was made possible due to our state-of-the-art cohort analysis. With the help of this kind of research, we can find out the data and insights that are not revealed by traditional surveys.
Sentiment analysis revealed that international travelers frequently mentioned difficulty sleeping, a key dissatisfaction driver. While analyzing the drivers, noise complaints came up as one of the biggest reasons that was driving dissatisfaction among the foreign travelers.
However, the feedback didn’t explicitly mention other causes beyond this one.
Cross-referencing feedback with operational data exposed that international guests were often assigned rooms on lower floors. Predictive modeling linked these assignments to complaints about noise from nearby streets.
These insights redefined the narrative. The issue wasn’t the overall service quality—it was an environmental factor that disproportionately affected a high-value guest segment.
Armed with these insights, Numr CXM created detailed presentations that helped the hotel develop a comprehensive strategy to address the root causes of dissatisfaction. Our presentation highlighted the following measures as possible ways to solve the pressing issue.
The implementation process was methodical, ensuring that every insight translated into measurable improvements.
Using Numr’s platform, the hotel mapped guest feedback against operational data. Sentiment analysis flagged noise as the leading dissatisfaction driver among international travelers. This diagnostic approach laid the groundwork for targeted interventions.
Immediate actions included reserving higher floors for international guests and initiating soundproofing for lower floors. These infrastructure investments ensured consistent quality across all room categories.
Dynamic surveys adapted to guest responses, providing deeper insights into dissatisfaction drivers like noise, comfort, and other overlooked details.
Front desk staff received training to proactively inquire about guest preferences during check-in, tailoring room allocations in real time.
The results of the initiative were both immediate and transformative. The hospitality leader was literally astounded with the following findings.
Higher Repeat Bookings Started Occurring Almost Immediately Within the International Diaspora: International repeat bookings increased by 18%, validating the effectiveness of the personalized interventions.
Improved Customer Satisfaction Was Evident from the Survey and the Overall Responses: Satisfaction scores for sleep quality rose by 22%, driven by the quieter room assignments on higher floors.
Operational Excellence Was Ensured Following the Data-driven Insights: Noise complaints from lower-floor rooms dropped by 30%, reflecting the success of soundproofing enhancements.
Stronger ROI of CX Was Noticed: By reducing churn and increasing retention, the hotel saw a measurable improvement in CLTV and overall ROI of CX.
This case study highlights the transformative power of predictive analytics in resolving hidden pain points and building guest loyalty. By leveraging Numr CXM’s insights, the hotel turned fragmented feedback into actionable strategies, ensuring that every guest interaction contributed to retention and growth.
The initiative not only enhanced customer experience metrics but also delivered measurable financial gains, proving that even small details—like room assignments—can have a significant impact on loyalty.
Gourab Majumder
Gourab is a passionate marketer with deep interests in CX, entrepreneurship, and enjoys growth hacking early stage global startups.
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