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easyHotel appoints Retail Eyes for 'Quality Assurance' programme
Wed 29 October 2008
Retail Eyes has been appointed to operate a 'mystery guest' customer service evaluation programme for the easyHotel chain of budget hotels.
Established by easyJet founder Stelios Haji-Ioannou in 2004, easyHotel currently has 5 hotels in the UK and 3 in mainland Europe. The chain is undergoing a rapid expansion, with plans to open a further 15 hotels in the next 12 months.
Retail Eyes will operate easyHotel's 'Quality Assurance' programme, which aims to evaluate and build on easyHotel's existing customer service standards. Retail Eyes will conduct 3 'mystery visits' at each hotel each year, along with service standards audits to each new easyHotel 12 weeks after opening, followed by a further audit inside the first year.
Retail Eyes are also managing the guest satisfaction survey, which will gather responses from easyHotel guests via email after their visit. The results of this survey, plus data from the service standards audits and mystery guest visits, will allow Retail Eyes to consolidate and improve easyHotel's customer service quality. This is vital in maintaining the consistently high standards of the hotels across the brand as easyHotel expands.
Nick Lygo-Baker, Account Director at Retail Eyes, said: "easyHotel recognise the importance of offering budget value alongside good and consistent customer service to keep customers coming back. Our regular evaluations and feedback will help easyHotel to develop and maintain good customer service practices."
Lawrence Alexander, CEO of easyHotel says "We are delighted to be working in partnership with Retail Eyes on our new Quality Assurance Programme, which is the culmination of over 6 months of development and feedback. I am sure that it will prove invaluable in measuring and improving our customer's experiences and ultimately contribute to the continuing growth of easyHotel for many years to come".
Established by easyJet founder Stelios Haji-Ioannou in 2004, easyHotel currently has 5 hotels in the UK and 3 in mainland Europe. The chain is undergoing a rapid expansion, with plans to open a further 15 hotels in the next 12 months.
Retail Eyes will operate easyHotel's 'Quality Assurance' programme, which aims to evaluate and build on easyHotel's existing customer service standards. Retail Eyes will conduct 3 'mystery visits' at each hotel each year, along with service standards audits to each new easyHotel 12 weeks after opening, followed by a further audit inside the first year.
Retail Eyes are also managing the guest satisfaction survey, which will gather responses from easyHotel guests via email after their visit. The results of this survey, plus data from the service standards audits and mystery guest visits, will allow Retail Eyes to consolidate and improve easyHotel's customer service quality. This is vital in maintaining the consistently high standards of the hotels across the brand as easyHotel expands.
Nick Lygo-Baker, Account Director at Retail Eyes, said: "easyHotel recognise the importance of offering budget value alongside good and consistent customer service to keep customers coming back. Our regular evaluations and feedback will help easyHotel to develop and maintain good customer service practices."
Lawrence Alexander, CEO of easyHotel says "We are delighted to be working in partnership with Retail Eyes on our new Quality Assurance Programme, which is the culmination of over 6 months of development and feedback. I am sure that it will prove invaluable in measuring and improving our customer's experiences and ultimately contribute to the continuing growth of easyHotel for many years to come".
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