Provide accurate analysis & tools to pilot the business

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Business, Customer & Digital

Better consolidate and analyze our data is the best way to fine tune our

business. Our new datalake, our business analysts and scientists team can

provide a complete set of accurate analysis and dashboards to monitor the

activity. And thanks to Voice Of the Guest, the hotels can now see at a glance

all their strengths and weaknesses through the customers reviews and surveys.

Listening to customers with Voice Of the Guest (VOG) Aggregating more than 5,5 million worldwide reviews per year from 200 online websites and Guest satisfaction surveys, VOG gives the possibilities to hotels to measure their reputation, engage with guests and improve the product and services they deliver.

Coupled with a semantic analysis tool (19 languages), the VOG hotel dashboard highlights the hotel strengths and weaknesses and compares the performance versus their 5 direct competitors.

To reflect the customer-centric ambition, AccorHotels focuses on the Reputation Performance Score (RPS). This measurement, based on guest feedback, is the average of all reviews a hotel receives, both online and through guest satisfaction surveys.

PERSONALISING THE EXPERIENCE Local Measure captures public social media content from Facebook, Twitter, Instagram, Foursquare and Weibo. It allows the hotels to be instantly informed of any content posted publicly, to engage with their customers, and track any activity linked to the hotel.