CLC World resorts come highly recommended
Since 2013, explains José Ramón Puga Mansilla, Resort Management, customer satisfaction questionnaires at CLC World’s Malaga resorts have asked: “Would you recommend us?” to enable calculation of the NPS® . Responses divide into Promoters (score 9 or 10): loyal customers who will keep buying, refer others and who fuel growth; Passives (score 7-8) satisfied but unenthusiastic and Detractors (score 0-6) people who are unhappy and negative about the product.
The percentage of Promoters is then subtracted from that of Detractors for an overall NPS® score.
Satmetrix, the developers of the NPS®, on its 2013 Net Promoter Industry Benchmark reports, stated that the average value of the 13 hotels chains they measured is 32 NPS®, and the top Hotel brand is Marriot with a score of 62 NPS®
Comparing our findings with that result we are among the top,” says Jose Ramón Puga.
“We will continue monitoring these results as it provides a valuable tool in our ISO 9001 Management System, which is audited externally, and is a direct reference to how our customers feel about us. CLC World remains the only European shared ownership company to have achieved ISO 9001 certification for parts of its operations in mainland Spain and Tenerife.