By the numbers

AVAILABILITY

Always on call

When guests are looking for help, they are able to find a staff member immediately 93 percent of the time.

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APOLOGIES

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.

URGENCY

Quick and positive

In 85 percent of cases, a complaint fielded by staff members was treated positively and with urgency.

FOLLOW THROUGH

Determining satisfaction

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

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