Case Study: Travelodge boosts NPS and RevPAR with Market Force

Travelodge - Customer Case Study

Travelodge, a large UK-based hotel brand, sought to understand the key factors driving guest satisfaction to improve its Net Promoter Score and overall revenue. To tackle this challenge, they partnered with Market Force, which utilized its analytics services to process over 570,000 customer surveys and identify the most impactful areas for improvement.

Market Force’s solution identified eight critical factors influencing guest experience and built a financial model linking NPS to Revenue Per Available Room (RevPAR). By focusing on these drivers, Travelodge increased its NPS by 44% over two years. The analysis also revealed that resolving customer complaints led to a 65% increase in referrals. Market Force's tools, including its PlugIt social media feature and the Success Playbook, provided a roadmap for locations to target improvements, predicting a potential 5-point increase in RevPAR.

Travelodge