1. MEETING PLANNER SATISFACTION TRACKING SOLUTION
InterContinental Hotels & Resorts
Meeting Planner Satisfaction Survey “MSS” Program Overview
Steve Farina
UniFocus
Updated January 2015

2. OVERVIEW – OBJECTIVE:
To provide each hotel with the customer insight to improve Meetings and Events performance.
To benchmark Meetings and Events performance across the brand.

3. WHAT IS MEETINGS SATISFACTION SURVEY?
Meetings Satisfaction Survey (MSS) is tailored specifically for InterContinental and is based on the Unifocus MEETINGScope platform.
This is the most advanced system available for gathering critical meeting planner satisfaction feedback—during the entire event process, from start to finish.
MSS will provide real-time notifications, weekly flash reports and easy to use online reports which are available for each property to access at any time.

4. BENEFITS
MSS provides insight into Meeting Planner satisfaction on all aspects of the meeting or event experience, from the enquiry stage through to the conclusion of the meeting or event.
Meeting and Event performance is measured monthly on a globally consistent basis which can –
• Identify strengths and opportunities for improvement in each hotel.
• Enable the setting of key performance objectives for individuals

5. CORE FEATURES OF MEETINGSCOPE:
• Automated data upload feature which will capture Meeting Planner contact details from your Event Management System
• Automated E-based survey sent directly to the Meeting Planner pre and post event
Real time feedback and notifications to hotel team
Benchmarking of Meetings and Events performance across the brand
Dynamic Reporting which correlates satisfaction to the services provided

6. EMS BOOKINGS DATA UPLOAD
The MSS system is powered by the bookings information from each property’s Event Management System (Delphi, Opera). The bookings information drives the Pre and Post-Event surveys that are launched at the proper time to Meeting Planners and contacts.
The EMS data needs to be sent weekly to UniFocus for processing, in order to keep all meetings and event data as up to date as possible.
Only in the event that a property has no automated Event Management System will someone at the property need to manually enter the bookings information in order to participate.

7. AUTOMATED E-BASED SURVEY INVITATIONS
Pre and Post-Event
survey invitations are
launched at specified
times based on
booking arrival and
departure dates.

8. PRE AND POST-EVENT SURVEYS
Valid and actionable
questions were designed
along with the Brand Team
to measure level of
satisfaction during all
phases of a booking’s
life.
MSS Index = Average score of Overall Satisfaction and Intent to Recommend questions

9. REAL-TIME FEEDBACK & NOTIFICATIONS
Property users receive
real-time alerts as
Pre and Post-Event
surveys are completed.
Immediate action can be
taken based on the
feedback.

10. WEEKLY FLASH REPORTING
A weekly ed report to all
property key users that highlights
recent feedback, upcoming events
and surveys waiting to be taken.
Staff notifications, such as this,
are set-up and maintained by
each property.

11. PROPERTY DASHBOARD REPORTING
Real-Time reporting and
information available for
property and corporate
contacts on the
website.

12. SINGLE EVENT DETAILS Drill into event, meeting planner and staff
details from the
dashboard.

13. AGGREGATE PERFORMANCE FOR ALL AREAS AND QUESTIONS
Ability to run real-time
ratings performance
data, and comparisons
for any date range.

14. PROBLEM CLASS & RESOLUTION REPORTING
Assists property in
identifying common
problem areas
to help with action
planning, and target
Meeting Planner
recovery efforts.

15. DETAILED COMMENT REPORTING
Categorized comment
details by event.
Search by key words,
category, date range,
and more.

16. STAFF MATRIX REPORTING
Ratings by staff member
assists with goal setting and
development of KPOs.
Data can be compiled by
Region, if requested.

17. MONTHLY REPORTING WITH BENCHMARKING AND TRENDING
Ability to compare
performance in all
areas to Regional
and Brand averages.
Helps properties set
goals for improvement.

18. INTERACTIVE DASHBOARD REPORTING
Access to individual property,
regional and brand
performance and
rankings on the
website.

19. REGIONAL AND BRAND MSS RANK REPORTS
Monthly update on
YTD property rankings
for all key indexes.
(MSS index score is the
average of the overall
satisfaction and intent to
recommend questions)

20. RECOMMENDED BEST PRACTICES: PROPERTY LEVEL
Ensure that your bookings extract report is uploaded to UniFocus on a WEEKLY basis.
Reach out to the UniFocus Support Team at if experiencing any problems, or need assistance.
Make sure key staff are set-up for proper survey and Flash report notifications.
Don’t rely on single survey results for “whole picture” of performance. Log on to regularly to look at aggregate scores by department and watch trending.
Set proper actions in place when scores are trending negatively for a given area.
Review problem resolution reporting in detail monthly and provide staff with adequate support to address and resolve problems and issues experienced by meeting planners.
Set goals for improvement for all departments, to include sales and conference services.

21. RECOMMENDED BEST PRACTICES: REGIONAL SALES AND OPERATIONS
Make sure all properties in your region have signed up for the MSS program by logging in to the InterContinental Meetings site:
Monitor your properties ranking each month as reports are posted, on or about the 8th.
Speak about the MSS program and it’s importance when you visit your properties. If you sense your property teams need additional training in order for them to use the program more effectively, instruct them to contact UniFocus. On-going training and support are free and part of the annual MSS subscription!
Reach out to UniFocus anytime you need information or have questions by sending an to or calling

22. THANK YOU FOR OUR PARTNERSHIP!