Always on call
When guests are looking for help, they are able to find a staff member immediately 93 percent of the time.
Quick to solve, slow to empathize
Once a guest is able to reach someone to help solve an issue, they only receive an apology 74 percent of the time.
Quick and positive
In 85 percent of cases, a complaint fielded by staff members was treated positively and with urgency.
Only 68 percent of the time is a request or complaint completed in the agreed or expected time frame.
Source: Coyle Hospitality’s
“The New Service Recovery Paradox” whitepaper