Quality Hub Cube Training session 22/02/2019

Agenda & Objectives How to Access to the cube how to create a report using the cube Co create reports on the base of use cases What are the main attention points Questions / Answers Other topics to cover? ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

1 Access ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

Acces From the Quality Hub Report Platform: Quality hub report Switch to French Cube access have been created previous to this session. Via the Cube, you can only see the perimeter you work on (Brand and geography) If not, please ask for it via Airview ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

2 Create a report ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

Use cases 0. Fundamentals of filter and settings: RPS Score E reputation = filter Web Site GSS: add Hotel Code and then display information for a lighter file. Select a small perimeter RPS Score 2. Touchpoints Use pre calculated scores. Use of Variation 3. Channel management Selection 4. Sentiments – NEW : specific demand during the first training session Data to use ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

Cube files and data Indicators “What?” Dimensions “How?” ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

Indicators – pre calculated ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

Dimensions Answer: Answer types Calendar: Year / Semester / Quarter / Month / Day Month Year Customer: detail on the customer: age, Business/ leisure, Card holder etc Hotel all information on hotel and link to hierarchies Survey : questions from the questionnaire Tools hierarchy : for audits results Variation: time variation: MTD, YTD, YTD-1, last 12 months, … Web site: site sources for e-reputation data TO ADD FOR ANY REPORTS ON RPS! ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

Reminder – Data source Referential: Mega and Tars If not in Mega, not in the cube Available data In the Cube : GSS data - daily basis from TY E reputation data – monthly basis from TY Audits – on the go Customer care – daily (just for few brand) Sentiments – monthly basis from TY ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

3 Main attention point ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

Main attention point E reputation : Always select the filter ‘Website’ = ALL If not, your RPS is false and your number of reviews is doubled. Update timing: E reputation data is available after the 6th of each month. It can generate a few discrepancy every month. GSS : Mind your perimeter Use pre calculated indicators whenever you can Choose hotel status = Open ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

4 Questions? ACCORHOTELS | Quality Hub Cube Training session 22/02/2019

Questions and answers What is the difference between nb of responses and nb of respondants? For some multi choice questions we had 1 respondent for several responses. Now, there shouldn’t be any difference but careful with historical questions. How to obtain the satisfaction on questions which are not linked to pre calculated indicators? – See dedicated sheet in attached excel file. Where can we obtain Sentiments performance? As calculated into former Comex report (in 2016), the sentiments performance were calculated as follow: Number of positive mentions of the tag ABC / Total number of mentions for the tag ABC ACCORHOTELS | Quality Hub Cube Training session 22/02/2019