Elite Hotels reveals the secret behind increased customer satisfaction

Why is it that some companies enjoy fantastic customer satisfaction feedback and others do not, even when their products are relatively similar? Many companies are struggling with this challenge, which obviously affects revenue. Bianca Britten-Austin, who is the talent manager at Elite Hotels, has the answer to that question.

“Engaged employees are the secret behind increased customer satisfaction. That's precisely why we implemented Winningtemp,” says Bianca.

Elite Hotels haven’t worked with systematic or company-wide issues related to staff well-being previously. That all changed on November 7th 2017 with the introduction of a new tool that turned out to be incredibly valuable. That was the date they began using Winningtemp, the platform that measures staff well-being across entire organisations and provides deep insights for better employee experience.

“We work in the service industry, and I know that there is a strong correlation between employee engagement and customer satisfaction. We constantly ask our customers about their experiences in our hotels, so it was quite logical for me also to ask our employees just as often how they feel about the workplace. Since the day we implemented Winningtemp, we have been able to measure the well-being of our employees in real-time, which is incredibly valuable!”

Increased employee engagement

"We see that employee engagement is at a relatively steady and stable level, which is positive and important for us to monitor on an ongoing basis,” says Bianca. “This helps us to to provide the right support, together with the managers on the local level, for continued positive development.”

She also adds that the praise you can give each other through the platform is an incredibly important function because appreciation leads to engagement and mental satisfaction.

"For us, it has been important to strengthen our feedback approach, and the function for giving praise contributes a lot to that. You see all the good things your fellow employees are doing, but you don't always have time to stop and say something appreciative personally. The praise function allows you to let people know that their efforts are noticed, and it’s always nice to hear that ping signalling positive and constructive praise.”

Complete anonymity

We live in a time where burnout and sick leaves due to poor mental health are continually increasing, and at the same time, it can be challenging for employees to open up and tell those in charge about what they really think. Winningtemp guarantees full user anonymity, which Bianca says is a decisive factor for them. The platform has been well-received by the employees - it’s easy to use and answering the weekly questions only takes about 30 seconds.

"One of the absolute best things about Winningtemp is that well-being and employee engagement are no longer things we only judge from the outside. We now have real-time data that is concrete, and that comes directly from the employees themselves. Employee engagement is one of our key factors for good profitability. That’s just the way it is. And Winningtemp is essential."

Science-based employee experience tool

Elite Hotels chose Winningtemp over other employee well-being tools for one simple reason – because it is research-based. Bianca knows that the questions that the platform poses are data-backed and developed based on research, and she can trust that Winningtemp knows what drives engagement.

“The questions change if an employee responds negatively for a certain number of days, which can signal, for example, that stress levels on a team are becoming increasingly dangerous. That is what makes the platform so valuable to management staff because this can be something that could easily go unnoticed in day-to-day operations. I must also add that Winningtemp is incredibly professional in everything they do. They are very responsive and patient in how they treat their customers, which I truly appreciate."

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