Case Study: Sofitel Queenstown achieves Accor’s highest guest satisfaction score with Local Measure’s Pulse real‑time feedback

Sofitel Queenstown Earns Highest Guest Satisfaction Score in Region

Sofitel Queenstown, an award‑winning 5‑star hotel in New Zealand, faced a challenge capturing meaningful guest feedback during stays rather than after checkout. To solve this, the hotel implemented Local Measure’s real‑time feedback solution, Pulse, because previous feedback was often verbal, hard to track and not actionable.

Local Measure integrated Pulse into the hotel Wi‑Fi so guests rate their stay on arrival, with low scores prompting follow‑up and staff alerted via a Live dashboard and push notifications. As a result, Sofitel Queenstown’s guest satisfaction rose from 90.6 to 91.2 (now Accor’s highest across New Zealand, Fiji and French Polynesia), the team recovers 1–2 would‑be negative experiences weekly (≈6+ per month), and monthly feedback grew from ~85 to ~250 responses, enabling more personalized service.

Sofitel Queenstown

Jeremy Samuels

General Manager