Case Study: Edwardian Hotels London improves corporate guest satisfaction with Shiji Group's PMS filters

Edwardian Hotels London boosts NPS from 37.51 to 41.87 with Shiji Group

Edwardian Hotels London, a collection of 4- and 5-star hotels, faced a challenge in maintaining loyalty among its corporate accounts after noticing a drop in satisfaction from a key tech client. By integrating Shiji Group's ReviewPro Guest Satisfaction Surveys with their Property Management System, they were able to segment feedback and identify a common complaint about a lack of public workspaces.

Shiji's solution enabled Edwardian to pinpoint the specific issue and adjust a planned hotel refurbishment to include more collaborative spaces. This data-driven action allowed them to directly address the client's concerns, which improved retention and opened new sales opportunities. The measurable results included an increase in their Net Promoter Score from 37.51 to 41.87 and a rise in their Guest Satisfaction Survey score.

Edwardian Hotels London