NEWS
MAJOR EUROPEAN CHAIN TO ADOPT NET PROMOTER SCORE AS PREMIER GUEST SATISFACTION MEASURE
A major European hotel company with 100 hotels either under management or under construction, has engaged CST International to install the Net Promoter Score® (NPS®) 10pt scoring system in its premier measure of guest satisfaction tracking. The system will be put into operation in the first quarter of 2009. Speaking about the decision the senior vice-President for Guest Quality said that the decision to adopt NPS scoring came after a detailed review of the company’s feedback mechanisms. He stated that “With an estate as developed as ours we need a system that can better reflect the situation on the ground, one that is both guest friendly in operation and general manager friendly from a reporting perspective. Our new approach will help us to continue our quest for superb quality and guest comfort." CST International has long been an advocate of the NPS scoring system and the company’s managing director, Paddy Hayes, said he "was delighted" with the company's decision.
(Net Promoter Score and NPS are registered trademarks the property of Fred Reichheld, Bain & Co and Satmetrix Inc.)
TURKS & CAICOS ISLANDS AND ANGUILLA SIGN UP FOR CSTSCREEN
CST International's Richardson, Dallas office were delighted to announce the decision of Turks & Caicos Islands and Anguilla to install the CSTSCREEN touch screen visitor survey system. The system enables the tourist authorities on the islands to monitor visitor satisfaction on a weekly basis throughout the tourist year. Visitors to the islands are asked to complete the fast touch screen survey in the airport departure lounge while they are awaiting their flights home. The visitor responses are transferred to CST International via wireless Internet connection for instantaneous processing. Reporting by password protected website is weekly. Commenting on the order Kedrick Malone (managing partner FG Destinations, CST International’s partner in the region) said “This will be the first of many. The quality and timeliness of the information is just what this region needs to meet the ever increasing challenge of building and sustaining its vital tourism industry."
CST INTERNATIONAL AND US BASED FREEMAN GROUP CEMENT PARTNERSHIP
In a groundbreaking agreement for the two companies Freeman Group of Richardson, Texas and CST International of Dublin, Ireland announced the setting up of a CST International office in Richardson, Texas in order to make the CST portfolio of guest satisfaction tracking systems available to the Freeman Group client base in the United States, South America and the Caribbean. At the formal signing ceremony Freeman Group founder and president, Bill Freeman said that “Almost before the ink on our agreement was dry Paddy, we had written our first order." Paddy Hayes (founder and CEO of CST International) replied “I expected nothing less Bill.” The two men were of course referring to the orders placed for CST’s Touchscreen survey system by Turks & Caicos and Anguilla. Freeman could of course have been referring to another contract, the global contract won by Freeman to provide mystery shopping for Hard Rock Hotels, Casinos & Restaurants and on which the two companies cooperate.
Mr Stan Fain, an industry veteran with twenty plus years in guest satisfaction tracking, has taken up his position as Executive vice-President of the Richardson based CST International US operation.
Note; In a separate but linked development Freeman Group announced the establishment of a dedicated European subsidiary based in London, England. The European company has already secured a number of contracts for mystery shopping, training and standards. Freeman Group Europe is headed up by James Hogg, who has held a number of senior management posts in Las Vegas hotels and casinos (www.freemangroup.org)
Worldwide resource wins major cape verde contract
Worldwide Resource members, Freeman Group, Delta Squared and International Golf Resort Management (IGRM) are collaborating to support a major Luxury resort development in the Cape Verde Islands. The consortium is handling the operational and systems requirements, together with Sales, Marketing and Human Resources. Estrela Santiago is an upscale lifestyle and leisure development in the increasingly popular Cape Verde islands and the WWR team is proud to be associated with it. Mike Jones of consortium member Delta Squared was quoted as saying “This is a good example of the benefits WWR can offer clients in terms of an integrated package of services from one coordinated organisation".
For more information on the Worldwide Resource consortium click on the tab at the top of the page.
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WHAT SHOULD YOU EXPECT (Click to expand)
NET PROMOTER SCORE (Click to expand)
VIDEO ENHANCED SURVEYS (Click to expand)
"If your organisation is involved in a high service dependent sector such as hospitality, health care, tourism and leisure you've come to the right place."
Since 1994 we've been the source of the some of the best guest satisfaction tracking programs around for organisations like yours and that's true whether you operate nationally, internationally or even globally.
This site will bring you up to date on the latest developments in customer satisfaction tracking here in CST. You'll find information about the specifics of what we do and some short videos which provide a flavour of what it is like to do business with us