Case Study: Centara Hotels & Resorts improves guest experience and Thai guest ratings with Shiji Group

Centara Hotels & Resorts boosts Thai guest satisfaction by 1.6 points with Shiji Group

Centara Hotels & Resorts, a leading hotel operator in Southeast Asia, faced a challenge when a shift to domestic travel during the pandemic revealed lower guest satisfaction scores from local Thai guests, particularly on the Agoda review platform. To address this, they partnered with Shiji Group and utilized its ReviewPro solutions to deeply analyze feedback and pinpoint areas for improvement.

By applying a growth hacking mindset and leveraging Shiji's tools, Centara implemented targeted changes in three key areas: the breakfast buffet, the check-in experience, and room arrivals. These data-driven optimizations led to a measurable positive impact, including a 1.6-point increase in satisfaction indexes for Thai guests and a 0.7-point boost on Agoda ratings. The success of this initiative demonstrates how Shiji's technology enables hotels to rapidly test and scale improvements that enhance the guest experience.

Centara Hotels & Resorts