ESS Group

ESS Group is a renowned hospitality organisation operating in the Nordic region of Europe with a diverse portfolio of restaurants, hotels, and clubs. All its products are committed to delivering exceptional guest experiences. Their focus operational focus aims to create memorable moments across their diverse destinations. #KPIs such as Net Promotor Score (#NPS) and #Employee Net Promotor Score (#eNPS) are their leading indicators towards profitability and they are very explicit in their commitment to transparent and authentic communication with their customers:

‘We are always honest in our communication to our guests, both digitally and in person. The #experiences we communicate create expectations that we want to exceed during every single stay. By thinking and acting long term in everything we do, we create regulars, ambassadors, and relationships.’

In November 2022, ESS Group proudly unveiled their newest destination. However, by December, they recognized that guest feedback was critical and their NPS fell short; there was an urgent need for improvement.

ESS Group unveil how they have optimised the NPS score. For an in-depth exploration of the case and to uncover more valuable insights, we encourage you to purchase 'The Good, The Bad, and The Emoji Mastering the Art of Review Data' and learn more.