Having opened its doors in 2018, The Governor Hotel is the latest addition to the group’s list of multi-format venues. Momento takes a considered approach to the launch of each new venue, ensuring that the customer experience is ‘just right’ every time. From the outset, they implemented a system that relied on collecting customer feedback using paper comment cards.
While the feedback itself was insightful, the difficulty of collating this manually and trying to measure metrics such as NPS (Net Promoter Score) based on pen and paper input, proved cumbersome and slow. Staff were over-worked as-is and it was difficult to operationalise such a manual process. The other challenge faced by the business was trying to gather feedback while also asking for online reviews, without annoying patrons.