Travelers Haven, one of the largest and fastest-growing corporate housing companies in the country, continues to focus on refining the customer experience. Travelers Haven achieved two company milestones in 2020 related to move-in quality for guests and customer satisfaction.
The company has worked to perfect its move-in experience for guests. In 2020, Travelers Haven proactively handled recurring issues (small and large) through internal process controls and by leveraging the strength of their supplier partnerships in order to improve quality and the overall move-in experience. As a result, the company had a success rate of 99.8% of all potential issues that could occur during the move-in process.
With these enhancements, Travelers Haven achieved a Six Sigma level of 4.74 for move-ins. This is a great Six Sigma level, especially for a company in the corporate housing industry. Six Sigma is a problem-solving methodology that helps enhance business and organizational operations. The main goal of Six Sigma is to analyze a process and then implement changes to get the best possible outcome or the least amount, of issues (known as defects). A Six Sigma level is calculated by looking at the total number of defects (issues) per million opportunities.
In an effort to improve customer satisfaction, Travelers Haven also implemented new Voice of the Customer processes in 2020. These processes provided valuable feedback which allowed them to make tweaks and adjustments. Resulting in the company’s Net Promoter Score increasing to 74 from 72. The Net Promoter Score (NPS) is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from -100 to +100, a higher score is desirable. For comparison, Apple has an NPS score of 47, Boeing’s NPS score is 3, Costco has a 79 NPS, and Bank of America has a 25 NPS according to Customer.guru.
“I am extremely proud of the hard work and dedication the Travelers Haven team has, striving to exceed customer expectations every week, every day, every hour”, said Carlos Abisambra, President and CEO of Travelers Haven. “Our goal is to exceed customer expectations throughout the entire corporate housing process and to achieve an even higher NPS and Six Sigma level in 2021.”
For more information on Travelers Haven, or to learn more about our fully furnished temporary housing solutions and our online housing management tools, visit travelershaven.com.