lifestyle

Two OYO Initiative Programs, Effective In Boosting Customer Rating Scores

OYO, a leading accommodation provider platform in the world, has seen significant growth in customer ratings in the first five months of 2024. The average customer rating during this period is 4.4+ (out of 5) for its properties in Indonesia, with over 68 percent of customers giving a 5-star rating.

A survey was conducted on more than 60,000 customers who stayed at OYO properties across Indonesia during that period. The increase in customer ratings is driven by various strategic initiatives, including improvements in service quality, cleanliness, and comfort at each property. OYO has also seen an increase in the ratings of their hotels on other travel booking platforms such as Agoda, Booking.com, and Traveloka.

Internal data from OYO indicates that the increase in customer ratings during this period is based on two OYO initiatives: a special program focusing on enhancing guest experiences, and a newly launched Company Service program in February.

The initiative focusing on enhancing guest experiences launched in December 2023 aims to maintain service quality standards through staff training, facility improvements, and extensive training in problem-solving skills to provide effective solutions to guest requests and issues. This personalized service approach has proven to increase customer ratings.

Continuing with the Company Service program, which also underpins the increase in customer ratings given to OYO. After receiving positive responses and targeting projections for this program, OYO announced a significant increase in customer ratings by 15% at self-managed hotels in the first three months since its launch.

In just 3 months, 30 properties have already joined and are expected to continue growing until the end of 2024. Each Company Service property is carefully curated based on extensive quality standards, strategically located, and has professionally appointed operators to ensure the best service to customers.

This increase reflects OYO's commitment to providing an excellent stay experience for guests throughout Indonesia. OYO has successfully launched and managed several properties in various cities in Indonesia, strengthening its position as a leading accommodation service provider. The increase in customer ratings is driven by various strategic initiatives, including improving service quality, cleanliness, and comfort at each property.

One guest at Townhouse OAK Signature Bali gave a very positive review of his experience. "The check-in experience was truly amazing! The facilities provided were excellent and the staff was very polite and helpful. Truly a 5-star experience!" Another guest, Sulaiman, mentioned that he was impressed with the flexible check-in and check-out times and the quick booking process on the OYO app.

Hendro Tan, Country Stock and OYO Indonesia, said, "Our achievements in this relatively short time demonstrate our dedication to continuously striving for quality improvement and service for the tourism industry.

This is a continuous journey, and we are dedicated to leveraging technology, data analysis, and feedback from our customers to improve overall service and operational efficiency. Not only that, we will continue to expand our portfolio and build a collaborative ecosystem focused on customer satisfaction."