The Secret To Guest Satisfaction

The secret to a good stay

Spilling the beans on the secret to guest satisfaction

 

For great start to a great stay, good coffee might be the secret bed and breakfast ingredient, a new survey from Nestlé Professional has revealed*.

 

The study of people who had visited a guest house or bed & breakfast within the past year showed that good coffee ranked higher than cleanliness*. It also revealed that a good cup of coffee is nearly as important to bed and breakfast guests as a quiet night’s sleep*.

Coffee consumption has risen by 25 million cups a day over the past 10 years, with Brits now drinking a total of 95 million cups of coffee every day, according to the British Coffee Association (BCA)**. 

 

With such a significant rise in coffee consumption, it is perhaps no surprise that it factors so highly among guest’s list of requirements. 

 

Nestlé Professional’s® survey showed that nine in ten guests expect coffee to be offered in their room, when staying in a B&B or guest house*. In addition, a staggering 97 per cent agreed that small gestures such as offering complimentary coffee made a difference to their stay, and 95 per cent said that it made them feel they got more value from their stay*.

 

Lynn Little, Channel Lead for Hotels at Nestlé Professional®, said: “For us, the results of our research came as no surprise. At Nestle® we have over 80 years’ of coffee-making experience and this has taught us that good coffee can make all the difference when it comes to guest satisfaction. In fact, 90 per cent of the people we spoke to said that great tasting, premium coffee demonstrates high levels of customer care and quality, and overall it increases their positive perception of the accommodation*.

 

“Our knowledge also means we know how to deliver the very best in instant hot beverages”, continued Lynn. “With our sachets and stick range, B&B owners can rest assured that their guests have access to a wide selection of coffee-shop style coffee.”

Score your B&B

 

To help B&B owners and managers find an ideal coffee solution for their guests, Nestlé Professional® has launched a new online tool. Score your bed and breakfast by visiting www.nestleprofessional.co.uk/bandb_coffee_score and answering a few simple questions. 

 

You’ll get some tips on improving guest satisfaction when it comes to your coffee offering, and Nestlé Professional® will send you some samples to get started.

 

Spill the beans

 

So, what should B&Bs be thinking about when trying to boost customer coffee satisfaction? 

 

Providing in-room coffee facilities should be the first port of call. Nestlé Professional’s® survey showed 92 per cent of guests agree being offered a good cup of coffee in the comfort of their room could turn an average experience into a great one*. Good coffee ranked far higher than a television (13 per cent) and good pillows (5 percent) *.

 

The three secret ingredients to a great B&B coffee experience:

 

  1. Put coffee-making facilities in every room to keep guests happy. A kettle and sachet options should do the trick.
  2. Offer a choice of beverage types – for example NESCAFÉ® Azera and Gold Blend, alongside NESCAFÉ Gold Latte.
  3. Refill the rooms every day so guests can always make their beverage of choice, whether it’s day one, two or ten of their visit.