Case Study: Crowne Plaza London Heathrow boosts HeartBeat score by 5% with Local Measure’s Pulse real-time feedback

Crowne Plaza® London Heathrow Increases HeartBeat Score by 5%

Crowne Plaza London Heathrow, a 465‑room InterContinental Hotel Group property, was struggling with late and sparse guest feedback—receiving only about 200 responses from up to 20,000 monthly guests—meaning staff often had to respond post‑stay rather than recover issues onsite. To address this, the hotel partnered with Local Measure and implemented its Pulse real‑time feedback tool integrated into the guest Wi‑Fi flow.

Local Measure set up Pulse, trained hotel staff, and provided a workflow (including a designated Pulse phone and a two‑hour resolution target for Duty Managers) so guests can give a 1–5 rating and quick comments as they log on. The result: HeartBeat scores rose by 3–5% (up to 5%), guest feedback volume increased ~150% to about 500 responses per month, and the team can now resolve issues in‑stay and capture guest preferences more effectively — all enabled by Local Measure.

Crowne Plaza

Aman Bhuiyan

Operations Manager