Introduction to GSI

Introduction to GSI

​In response to IHG's growth in the market, we started measuring guest satisfaction via our Guest Satisfaction Index (GSI) to help us understand how guests rate us against our competitors.

How is it calculated?​

​Currently we use the same compset as RGI (Revenue Generation Index)

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IHG social media Score/ Comp Set social media Score X 100 = GSI Score

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(E.g. (4.2/3.9) x 100 = 107.69)

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Like RGI (Revenue Generation Index) the scoring is the same

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100+ Out perform compset average.

<100 Under perform compset average.

Why GSI is important?​

• ​Each social media platform has an unique way of providing genuine information about your hotel to potential customers.

• ​+20% Guests pay 20% more for hotels with 4 or 5 stars ratings on travel review sites

• ​49% Of travellers won’t book a property without reviews

• ​More than 2/3 of people rely on customer reviews before booking their accommodation.

​GSI & RGI

Having a good score on social media, increases your visibility and opens more opportunities for potential guests to choose you.

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This will allow your hotel the chance to position a better price point and driving more revenue.

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RGI score is affected by many factors and having an engaged, winning team in Operations and in Commercial will drive your results.

GSI shows much less volatility than RGI at a rolled up level. As a rule of thumb, 1pt of GSI = 4pts of RGI​

Guest Love and Social Media​

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High social media scores = High Guest Love scores

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​Guest Love and social media scores have extremely strong correlation. If a hotel has a good Guest Love score they will most likely have a good social media score as well.

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Multiple Choice

What is GSI?

• Guest Satisfaction Information

• Guest Satisfaction Index

• Guest Survey Index

Multiple Choice

Which social media sites can be used to measure the social media scores?

• Hotels.Com

• Google reviews

• Booking.com

• Tripadvisor

• All of the above

Multiple Choice

+20% Guests pay 20% more for hotels with 4 or 5 stars ratings on travel review sites.

• True 

• False

Multiple Choice

60% Of travellers won’t book a property without reviews.

• True

• False

Multiple Choice

More than 2/3 of people rely on customer reviews before booking their accommodation.

• True

• False

Multiple Select

Select the best way/s to boost GSI

• Actively encourage guests for good feedback

• Keep track of your comments and reviews online

• Use tools you have to get to know your guests

• No need to monitor feedback. Just focus on the service

Multiple Choice

Keep your online data and profiles up to date.

• True

• False

Multiple Choice

High social media scores = High Guest Love scores

• True

• False

Multiple Choice

What is the target score for GSI?

• 100%+

• 90%

• 80%

• None of the above

Multiple Choice

GSI uses social media review scores to benchmark against competitors.

• True

• False