- OYO’s on-field officers will conduct a comprehensive, on-ground audit of the hotels every day
- The program has been introduced to enhance room and hotel aesthetics and implement new cleanliness and hygiene protocols
- OYO’s Spotless Stay pilot across 250+ hotels has seen customer satisfaction score improve by 35%
OYO has launched a flagship customer experience program, ‘Spotless Stay,’ to deliver an enhanced stay experience. The program was initiated after the consumer research findings revealed that clean and hygienic room was the topmost feature in customer experience journey, followed by property aesthetics. As a part of the Spotless Stay program, hotels with high cleanliness ratings from customers will be awarded benefits such as high search rankings.
Elevating Quality and Customer Satisfaction
As a part of the program, OYO’s on-field officers will conduct a comprehensive on-ground audit of one property every day, leading to a total of 3000+ audits each month. This number will be scaled to 6000 audits per month by October 2023. The hotels will be carefully assessed for overall upkeep and maintenance of the property, cleanliness, in-room hygiene, maintenance of upholstery and linen, and washroom cleanliness, while also taking into account the customer ratings received during the week prior to the audit.
Revamping Property Standards
The property owners will be asked to conduct an overhaul and thorough deep cleaning, including replacement of upholstery, linen, sheets, and pillow covers. A follow-up audit will be conducted within one week to track the progress in case any area is found lacking. In case the issue persists, such hotels will be put on performance improvement plan to ensure that the required parameters are met.
OYO has already implemented the Spotless Stay initiative across 250+ OYO hotels. Post the audits overall customer satisfaction score improved by 35%. The same will be implemented across all OYO properties by the end of July.
Talking about the new initiative, Shreerang Godbole, Chief Service Officer – OYO said: “We are committed to addressing one of the biggest issues that our customers face, head-on. There is no denying that in-room hygiene and property upkeep has been a persistent pain-point for many of our customers. However, we realised that without physical presence on the ground and assuming direct responsibility, we couldn’t effectively tackle this issue. By conducting regular audits and addressing any areas of concern by engaging with property managers, we hope to promptly address cleanliness issues and provide a consistent experience to our guests.”
Driving Customer Excellence
OYO has consistently been undertaking initiatives to improve customer experience. Currently, 70% of the customer queries are resolved within 30 minutes, a metric that OYO is trying to further improve upon. Recently, Super OYO, a strategic program which recognizes hotels that provide the most consistent and high-quality customer experience was also launched. OYO is planning to launch multiple initiatives in coming months which will further help in ensuring smoother customer journeys.