Matt Snell, chief executive at Gusto Italian, reveals how breaking away from the pack and banning discounts has positively impacted customer sentiment and the guest experience.
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Insights:
Christmas 2021
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According to 131,373 guest survey responses collected in December, the overall net promoter score (NPS) in hospitality dipped to 52 from 54 in the previous month – a similar level seen at other busy periods since hospitality reopened fully in May of last year.
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