Go Moment®, the world’s leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry, announced today that its Net Promoter Score® (NPS®) reached an all-time high of +63. Go Moment’s NPS survey shows a three times higher grade than the industry average for Business-to-Business (B2B) technology companies, according to NPSBenchmarks.com.
The Net Promoter Score, co-developed by Satmetrix, is the most widely adopted measure of customer loyalty in the world and has become the standard measure of customer experience performance among Fortune 500 companies due to its long-term proven linkage to financial performance. The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others, overall satisfaction, loyalty, and brand perception.
Go Moment is most recognized as the creators of the award-winning Ivy® hotel smartconcierge solution. Ivy utilizes text or voice messaging to automate common tasks and resolve guest requests in seconds while freeing up hotel staff to focus on guests. The platform also offers next-generation business intelligence and analytics capabilities that give hoteliers visibility into guest engagement and insights on the combined productivity of the hotel staff plus Ivy. Go Moment’s constant innovations for Ivy continue to solve the challenges of delivering responsive, frictionless, 24/7 communication to guests staying at properties such as the OPUS Vancouver, Crystal Springs Resort, Rustic Inn at Jackson Hole, Lake of the Torches Resort Casino, and the majority of hotels across the Caesars Entertainment portfolio.
NPS scores above 60 are tough to achieve and are usually associated with the most respected companies in the world. Go Moment’s score of +63 is alongside well-known consumer brands with top NPS scores like Apple, Starbucks, Netflix, Tesla, Airbnb, and Amazon. A high NPS is even more difficult to attain for B2B technology companies, which usually score in the +10 to +25 range, making the accomplishment that much more impressive.
“Our score is particularly noteworthy because a NPS above 60 is rare, and this demonstrates the high levels of trust that hotel management and operations staff place in us,” said Raj Singh, CEO of Go Moment. “This score confirms that we deliver on our promise of providing world-class technology, services, and ongoing support. We get enormous satisfaction knowing our clients appreciate our efforts and they would recommend us to their friends and colleagues. This level of validation shows our commitment to our clients’ success through implementation, training, and optimization. We look forward to continuing to perform an outstanding job of serving our clients and partners.”
To learn more about Ivy and Go Moment, visit GoMoment.com.
About Go Moment™
Ivy®, powered by Go Moment®, is the world's first smartconcierge for hotels. Ivy brings together human expertise and machine intelligence in a seamless experience for the guest. Via messaging, Ivy answers routine guest questions like “What’s the Wi-Fi password?” in less than one second, reducing calls and disruptions to the hotel staff. Ivy provides conveniences like fulfilling guest requests, booking restaurant reservations, and accessing offers that enhance the guest experience from anywhere, at any time. Ivy has served tens of millions of guests, and she’s often recognized in TripAdvisor reviews for providing exceptional service.
NPS and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld. All product names, logos, and brands are property of their respective owners. All company, product and service names used in this press release are for identification purposes only. Use of these names and brands does not imply endorsement.
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