Constance Hotels, Resorts and Golf | Annual Report 2023

46

Sustainability Report

Constance Hotels Services Limited

Annual Report 2023

47

Sustainability Report

Constance Hotels Services Limited

Annual Report 2023

Quality of Services

Quality of Services

4. QUALITY OF SERVICES (continued )

4. QUALITY OF SERVICES (continued)

4.3 Guest Satisfaction Survey

4.2 Online Reputation (continued)

Although the GRI reflects our brand image online, our Guest Satisfaction Survey (GSS) provides a more comprehensive insight into the quality of our offerings and the emotional experiences of our guests. The GSS gives us more detailed departmental indicators, including numeric and semantic data, that enable our properties to plan adjustments and improvements in their offerings and services. In 2023, the overall GSS score increased by 0.1 percentage point compared with 2022. This increase is based on 11% more surveys being completed, making the results more statistically valid. Most of our properties met or exceeded their GSS score from 2022 and 2019, the year prior to the COVID-19 outbreak. Whilst there are areas that can be further adjusted, it is important to note that in vital areas below, scores have significantly improved compared with 2019 and stayed in line with 2022. The Net Promoter Score, which measures the likelihood of guests recommending a brand, remained steady at the 2022 level. Bain & Co, the source of the NPS system, suggests that scores above 50 are excellent and scores above 80 are world-class. Five of our properties achieved an NPS above 80.

Since 2014, we have consistently achieved high GRI scores exceeding 93%, compared with an industry average ranging between 70% and 80%, thus positioning Constance Hotels & Resorts (CHR) among the top 10 small luxury brands worldwide. These results have been achieved through organic quality service delivery, in addition to focused efforts on obtaining more high-quality reviews. It is worth noting that Booking.com has surpassed TripAdvisor as the most important source of reviews, not just for CHR but for the hospitality industry overall. However, TripAdvisor remains very influential and thus forms part of our resorts’ balance scorecards (quality goals).

GRI SCORES OF CHR, 2014-2023

Only 4 properties in operation due to the COVID-19 pandemic

...A 1 point increase in a hotel’s Global Review Index TM equals up to:

96.3%

+0.1 percentage point vs. 2022 90.1%

2023 GSS SCORE

+0.9%

+0.5% +1.4%

95.9%

2023 GSS OVERALL SCORE

in ADR (Average Daily Rate)

in Occupancy

in RevPAR

95.4%

95.8%

95.4%

Total Responses

Net Promoter Score®

Management Response

Overall Score

95.2%

95.1%

94.4%

2023 GRI SCORE OF CHR

94.5%

90.1%

7,160

73.8%

99.9%

Score covers only the 1 st quarter

2016-2023 GSS SCORES

+0.5 PERCENTAGE POINT VS. 2022

+0.1 percentage point vs. 2022

+742 responses vs. 2022

+0.7 percentage point vs. 2022

-0.1 percentage point vs. 2022

93.7%

2014

2015

2016

2017

2018

2019

2020

2021

2022

2023

Reviews

Semantic Analysis

Management Response

Global Review Index TM

Only 4 properties in operation due to the COVID-19 pandemic

90.1%

2023 GRI SCORE OF CHR BY SOURCE

89.7%

96.3%

8,510

88.6%

99.2%

90.0%

PROPERTY

SCORE

Friendliness of Staff +0.26 percentage point vs 2022

96.0%

SOURCE

INDEX NO. OF REVIEWS

+0.5 percentage point vs. 2022

+1,188 reviews vs. 2022

-0.8 percentage point vs. 2022

+0.1 percentage point vs. 2022

Constance Halaveli, Maldives Constance Moofushi, Maldives

94.6% 94.0%

88.9%

General Value for Money +0.26 percentage point vs 2022

88.5%

83.0%

94.3%

3,395

Booking

Constance Prince Maurice 92.9% Constance Tsarabanjina, Madagascar 92.6% Constance Lemuria, Seychelles 91.3% Constance Ephelia, Seychelles 88.2% Constance Belle Mare Plage 85.9%

88.6%

88.5%

88.4%

Loyalty: Recommend? +0.26 percentage point vs 2022

Score covers only the 1 st quarter

2023 GRI SCORE BY CHR PROPERTY

73.8%

97.7%

3,126

TripAdvisor

PROPERTY

2023 GRI

VS. 2022

Loyalty: Return? +0.26 percentage point vs 2022

71.8%

2016

2017

2018

2019

2020

2021

2022

2023

Constance Moofushi, Maldives Constance Halaveli, Maldives Constance Tsarabanjina, Madagascar

99.0% 98.8% 97.9% 97.1% 95.6% 94.2% 93.1%

+0.6 +0.4 -0.7 -0.8 +0.0 +1.3 +0.4

97.0%

1,580

Google

4.4 Mystery Audits

96.3%

104

Expedia

Constance Prince Maurice

Yearly in-person mystery audits were conducted at all our properties, providing us with enough data to compare these scores with any overlapping guest comments from reviews and surveys. Each audit lasts 2-3 nights and 3-4 days and is followed by action plans for the rectification of missed points and further improvement.

Constance Lemuria, Seychelles Constance Ephelia, Seychelles Constance Belle Mare Plage

HolidayCheck 94.3%

101

In 2023, all our properties, with the exception of one, scored between 80 and 85% in respect of the Constance Minimum Standards mystery audit. In addition, our three LHW members exceeded the minimum required score of 80% in their audits.