Case Study: Novotel Bangkok Sukhumvit 20 achieves 15% increase in NPS with Local Measure's Pulse

Novotel Bangkok Sukhumvit 20,A 15% increase in NPS

Novotel Bangkok Sukhumvit 20 needed a faster, more actionable way to capture guest feedback amid high daily occupancy and many guests unfamiliar with Bangkok. Working with Local Measure, the hotel sought a real-time feedback solution (Pulse) to surface issues before they escalated, convert passive guests into promoters, and give staff clear, immediate visibility into guest experience problems.

Local Measure implemented Pulse via a Wi‑Fi login prompt with a five-emoji rating and follow-up for neutral/unhappy responses, routing comments and room numbers to staff mobile devices and allowing team members to mark items as “actioned” while management reviewed trend reports. Within a month the hotel saw promoters rise from 70% to 78%, an overall 15% increase in NPS, faster service recovery, fewer negative reviews and rapid staff adoption of the tool.

Novotel

Benjamin Krieg

General Manager