What We Do
Do you want to understand why guests return, or why they do not? Why one branch, property, or location consistently achieves higher conversion than another? Or what truly enables employees to make a difference for guests?
These are exactly the questions we specialise in. We operate at the intersection of guest experience, employee experience, and AI. Our approach helps organisations uncover the connection between what happens behind the scenes and the outcomes guests experience.
We make visible how factors such as leadership, collaboration, communication, autonomy, procedures, engagement, and commitment shape employee behaviour at critical moments of guest interaction. Those interactions directly influence loyalty, retention, and conversion, and ultimately impact revenue, market position, and long-term success.
Measuring What Matters
Our scientifically grounded methodology measures the employee experience across 40+ critical dimensions. Using short, intelligent questionnaires that adapt to each employee, we collect rich insights without creating survey fatigue.
Because measurements are continuous and lightweight, organisations gain an ongoing view of performance rather than relying on a single snapshot once or twice a year. This provides a much deeper understanding of what is happening across teams, locations, and departments.
Turning Insights into Action
Using advanced AI, we identify the specific workplace factors that drive desired employee behaviour, guest satisfaction, loyalty, and retention at each location. This enables organisations to focus investments on the initiatives that will generate the greatest impact on both guest experience and financial performance.
We translate these insights into executive and management presentations, as well as action-oriented team reports for hundreds of team leaders through our dashboard platform. Whether accessed through our dashboards or integrated into your existing BI environment, the insights remain accessible and actionable.
The result is a clear path from insight to improvement, ensuring measurable impact on your guests, your people, and your business performance.
Guest and Employee Experience in One Model
Do you want to know which improvement on the employee side has the greatest impact on guest satisfaction, retention, and conversion? This is exactly the question most organisations are unable to answer. Guest experience and employee experience are almost always measured separately, by two different departments using two different dashboards. This creates two disconnected stories about the same reality, while the relationship remains invisible: how do the behaviour and mindset of my employees influence guest experience and business results?
We measure both the employee and guest experience sides using validated instruments, and then connect these data sources per team, location, region, or touchpoint. Our AI models link employee behaviour directly to guest experience, NPS, CES, retention, and conversion. No assumptions about what contributes to the guest experience, but evidence of what actually works for your guests. Because signals from the work floor often appear before guest experience results shift, this creates predictive power: insights from our research predict where guest issues are likely to arise before they become visible in NPS, retention, or conversion.
Our success cases
Our in-depth analysis reveals what drives your employees, highlights opportunities for improvement, and helps you build a more engaged, motivated, and high-performing workforce.
Measurable Impact and ROI
The insights are surprisingly concrete. At one hotel chain, guests gave scores more than 17 NPS points higher when team leads actively encouraged knowledge sharing within the team. At a retail chain with more than a thousand locations, revenue per salesperson was 12% higher when the regional manager displayed specific behaviour. In hospitality, 87% of guests say the service experience is decisive in whether they return, and hotels where employees demonstrate desired behaviour score up to 2.5 times higher in guest satisfaction.
We translate these types of relationships into one integrated report and one ROI calculation: clearly showing, in black and white, what improving employee experience delivers in guest experience, retention, and conversion.
The Challenge
A large bank was transitioning towards a more data- and performance-driven way of working. The challenge was to retain inspired and engaged employees despite this increased pressure, because they make the difference for customers — and therefore for customer loyalty, cross-selling, and commercial results. A traditional biannual employee survey no longer met the bank’s needs.
The results came too late for those who needed to act on them, were not actionable enough, and were too far removed from the daily work floor. The bank wanted a survey approach that followed the rhythm of the organisation and provided concrete guidance to regional leads and team managers, without overburdening the organisation.
The Approach and Outcome
Together with the bank, we set up continuous measurement for the retail division. A portion of employees is approached on an ongoing basis, ensuring that representative insights are continuously available. The questionnaire adapts dynamically: to what each employee personally considers important, to what is happening within their team, and to what is a priority across the organisation. Around 100 leaders regularly receive feedback on their teams, with crucial insights into where they can make the biggest difference.
The result is a living, evidence-based foundation for managing the bank’s retail channel: from the work floor to the boardroom. By linking employee experience to customer satisfaction and commercial performance per region and team, the bank gains insight not only into where things are going well or less well, but above all into what needs to be done to improve engagement, customer satisfaction, and commercial results together.
Let´s increase your employee experience - together.
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