Case Study: Posadas achieves +22 NPS and increased guest loyalty with Medallia

Analyzing guest comments transforms the experience

Posadas, Mexico’s largest hotel company, engaged Medallia to tackle the challenge of consistently delivering the right guest experience across its One Hoteles economy brand. Posadas needed both a high-level view of brand performance and the ability to listen to individual guest touchpoints, so they implemented Medallia’s Voice of the Customer and Text Analytics capabilities to capture and analyze comments and scores.

Using Medallia, Posadas drilled into feedback to guide a room redesign and updates to amenities, from pillows to product offerings. The Medallia-driven program produced measurable impact: a +22 point lift in guest NPS, updated room amenities, creation of a new weekend leisure product, increased loyalty and revenue, and guest comments like “super comfortable” and “excellent,” with customers showing willingness to pay more for the improved experience.

Posadas

Paola Sanchez

Quality and Guest Experience Director