+54%
Net Promoter Score
-83%
problems during stay
+100%
on-site complaints resolved
10
week pilot
01
The problem
Guest satisfaction below the TMR group average across reviews, NPS and on-site complaint handling.
02
What Monetize.CX did
A 10-week agile CX pilot across the full guest journey, introducing a 'Lady in Blue' role and a Guest Messaging Hub.
03
Measurable result
From the average of 10 TMR hotels to the top on every tracked metric — then replicated to other TMR properties.
What the work included
- +54% Net Promoter Score
- -83% problems reported during stay
- +100% complaints resolved on site
- +66% management visibility
- +32% guests intending to return
- +11% Global Review Index
- 'Lady in Blue' proactive guest role
- Guest Messaging Hub (Messenger, Viber, SMS)
Want a result like this?
Start with a 30-minute diagnostic on where your value leaks.