By the end of the year, this customer satisfaction program will be rolled out across the entire Novotel network of 400 hotels in 60 countries. The program is based on a unique system involving HR and the operating teams with specific training for employees, customer satisfaction assessment devices and even reimbursement if a problem is not solved.
YOU, the program that promises "Our mission, your satisfaction", is a robust response to the needs of increasingly demanding customers.
YOU was inspired by the “Satisfait ou invité” program implemented in France in 2007. It aims to increase guest satisfaction levels and involve every employee in improving the service provided. It is designed to differentiate the brand from competitors and foster customer loyalty.
Deployment of YOU will be complete by the end of 2013 in all of Novotel’s 400 hotels. In the first semester the program was rolled out in Europe and in North & South America. Between September and December 2013, it will be implemented in France, Africa, the Middle East and Asia Pacific. YOU will also be rolled out across the Suite Novotel network in 2014.
The four key points of the customer promise:
· Getting employees involved and thus giving them greater autonomy and responsibilities in their relations with guests,
· A universal “888” hotline so that all guests may report a problem during a stay with Novotel,
· If the problem is not solved quickly, the service is free of charge,
· The implementation of a customer satisfaction monitoring system.