Business and technology qualifications, Levels 3-6, in Brussels. Explore qualifications
Portal login
Level 5 Diploma in Tourism and Hospitality Management

Monitoring and Measuring Guest Experience

THM505 · Tourism and Hospitality Customer Relationship Management — Week 10 of 16

CourseTHM505
Week10 of 16
SemesterII
TutorOnline in the course chat

This week’s topics

Monitoring and Measuring Guest Experience

  1. Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
  2. Mystery guest audits
  3. Digital sentiment analysis and social listening
  4. Customer effort scoring (CES)
  5. Customer Satisfaction: Metrics That Matter + How to Improve Them
  6. Net Promoter Score (NPS) explained

What you will be able to do

  • 4.1 Explain methods used to monitor and measure the customer experience.

Activity

Start with this week’s 2 videos, then: Seminar, guided reading and a short written task: explain methods used to monitor and measure the customer experience.

Study materials

Videos

  • Customer Satisfaction: Metrics That Matter + How to Improve Them · YouTube · HubSpot Marketing · 10 min · for registered students
  • Net Promoter Score (NPS) explained · YouTube · The Finance Storyteller · 17 min · for registered students
  • How to measure Customers Satisfaction? Multiple methods to monitor satisfaction · YouTube · Marketing91 · 6 min · for registered students

Further resources

  • Principles of Marketing, ch. 14: Customer Satisfaction, Loyalty, and Empowerment · PDF · Saylor Academy, textbook chapter; PDF pp. 443–483 · for registered students
  • Service Quality and Customer Satisfaction in the Post Pandemic World · Reading · Reading, article · for registered students
  • Student satisfaction and loyalty in Denmark: Application of EPSI methodology · Reading · Reading, article · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
Week 9Week 11
Course chat

Admitted students ask questions on this week’s page in the student portal: an AI assistant trained on the course answers first, and during the course’s timetabled classes Connect to your tutor brings your tutor into the chat, who may start a call if needed.

Open this week in the portal
Course plan
  • Week 1: Fundamentals of CRM in Tourism and Hospitality
  • Week 2: Cross-Functional Integration of CRM Systems
  • Week 3: Factors Influencing CRM Implementation
  • Week 4: Customer Decision-Making Models
  • Week 5: Determinants of Hospitality Consumer Purchases
  • Week 6: Relationship-Building and Loyalty Strategies
  • Week 7: Team Dynamics and Organisational Value
  • Midterm: Midterm evaluation
  • Week 9: Managerial Leadership in Team Development
  • Week 10: Monitoring and Measuring Guest Experience
  • Week 11: Strategic Customer Experience Enhancement
  • Week 12: Applying Tourism and Hospitality Customer Relationship Mana…
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
Back to the course
Scroll