How CitizenM tracks data to increase guest satisfaction

CitizenM's ultimate goal is to improve guest satisfaction, and the company is doing so by tracking specific data points to tweak hotel processes to create a seamless stay experience. The company was formed 11 years ago in Amsterdam and currently has 18 hotels open with 22 under development. Its properties welcome 1 million guests per year, which makes guest satisfaction a top priority. During the "Data-driven hotel" session at the 2019 Hotel Data Conference, Thijs Brugman, business intelligence at CitizenM, said when his company decided to start measuring different types of data at its hotels, it was important to map out relevant data and account for potential data gaps.

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