Friday 27 November 2015

Why four out of five is the new average


Two out of three ain't bad in Meat Loaf's world and in hospitality four out of five has become the new average over the last decade. A bold statement, perhaps, so join me as I examine the forces that have nudged society's service expectations up for the better. 

TripAdvisor

Despite its unverified reviews and flaws, I like TripAdvisor. I really, really like it. So much so that I have their App on my phone, I check it daily to keep tabs on my members and also use it as a metric to judge how successful my consultancy process is. Having said that, I would die a happy man if I knew the "secret sauce" of their constantly changing algorithm which decides the rankings of accommodation providers. 

Yet for all my admiration for what a tremendous force for good TripAdvisor has been by ensuring there is no hiding place for the full spectrum of poor hospitality businesses, there has been a big problem for quite some time.

Way, way, WAY too many establishments listed on TripAdvisor have a score of at least four out of five, with a stupendous amount having "maxed out" with 5/5 bubbles/circles/Kermit the Frog in plan view with his eyes closed. Most of the other you know who OTAs utilise an out of 10 score and I firmly believe it is time for TripAdvisor to follow suit. 

Since 2010, TripAdvisor has been dishing out its Certificate of Excellence to hotels which have an overall score of at least 4/5. I do not wish to diminish the hard-work of any accommodation providers, but because the COE has become so widespread its value and stance as a beacon of quality has fallen steeply. Harsh critics would say the COE is "ten a penny" and they would not really be unfounded in saying so when one looks at the cold, hard statistics:

Top ten UK cities (even though one's a town !) with highest number of 2015 COE winners:

1.   London 3210
2.   Edinburgh 732
3.   Glasgow 457
4.   Blackpool 351
5.   Manchester 323
6.   Liverpool 318
7.   Bristol 295
8.   York 291
9.   Birmingham 277
10. Brighton 244

Blackpool has 1,000 places to stay. That means well over one third of the accommodation providers are "excellent." Surely this necessitates a Certificate of Par Excellence to enable Guests to sniff out who the true best are ? 1,2,3,4,5 might have worked for the bloke who sings Mambo Number 5, but it has clearly been too restrictive a range for many Guests to accurately judge their stay, with hunger for the 1 to 10 range found on the large OTAs and Strictly Come Dancing.    

However, movements have been made to sieve the finest out with the TripAdvisor Hall of Fame, which due to the exclusivity of only being awarded to those with five consecutive COEs in a row, has the credibility which the COE in isolation has now lost. 

Number crunching, and discounting the top two, Hall of Fame being awarded to between 30 and 61 places per destination sits far better as a trustworthy sign of greatness:

1.   London 344
2.   Edinburgh 145
3.   York 61
4.   Glasgow 53
4.   Bath 53
4.   Blackpool 53
7.   Liverpool 42
8.   Brighton 36
9.   Windermere 35
10. Torquay 34


TALKING OF BLACKPOOL AND WINDERMERE...


Did he really Pay and Stay ? Or is this a publicity stunt ?

Star ratings

To compound the situation even further, there are thousands of establishments listed on TripAdvisor which are rated either two or three stars by Visit England/Wales/Scotland or The AA yet have got solid four or five out of five TripAdvisor ratings. Guest is God at Little Touches, but when it comes to star ratings, facilities come first, thus meaning a big discrepancy between The Circles of Green and An Inspector Calls in many cases. 

Across the Atlantic, a similar dilemma can be found with AAA Diamond or Forbes Travel Guide ratings as examined in a recent Skift article entitled "What’s the Value of a Hotel Star Rating in a TripAdvisor World?" 

A further attempt to take the twinkle twinkle out of the stars can be found on Business Insider


Food Hygiene


Score on the door: 

Red Boat ice cream parlour 

Beaumaris, Isle of Anglesey in Wales 
maxes out with 5 out of 5


The Food Standards Agency grades on a scale of one to five. Even though a score of one to three are passes, how many of us would be comfortable eating at a cafe, pub or restaurant with a score of less than 4 ? Those with a 1, 2 or 3 might as well put a sign up saying "rat infested kitchen" such is the negativity that an uno, dos or tres figure conjures up in the minds of most Guests. 

My friends Matthew and Donna Cheltenham are the publishers of Blackpool City Guide, which has a section listing local restaurants called "Food Glorious Food." They could have no doubt allowed any Food & Beverage operator to advertise with them and raked it in, but they didn't. 

Wanting to do their bit to drive up standards in the resort, they put a clause in place. The rule was that F&B operators can only advertise if they have a food hygiene rating of four or five out of five. This complemented their refreshing quality approach to a local guide - it is printed on similar material to a match-day football programme, which is why so many people are often amazed it is a free publication. 

I do, of course, advertise Little Touches in Blackpool City Guide and as we have our own driving standards up remit with our APPROVED mark, I see it as only logical that I back Matt and Donna in their quest to do for F&B what I am trying to do for accommodation. 

(Not so) Fantastic five to Perfect ten

The two bad, one satisfactory, two good 1 to 5 rating scale has outgrown itself. The way things are going, the hunger for more business transparency and rapid increase in Guest expectations could mean that before we know it out of ten is old hat. Nonetheless for now, with more power to the staying, playing, eating, paying Guest the increasingly commonplace 1 to 10 scale means it is easier than ever to p-p-p-pick out a peerless. 



Written by Tom Metcalf

Founder and Lead Consultant 

 Little Touches ®
       
Improving B&Bs, Guest Houses and Hotels

Reserve accommodation now








91 comments:

  1. The idea for Mother's Day started in the 1850s. Ann Reeves Jarvis had mother's day work clubs where women endeavored to fight ailment and unpleasant deplete. Happy Mother's Day 2017 quotes They in like manner enhanced hurt contenders in the midst of the Civil War. After the war, Ann filled Mother's Heart with delight Friendship picnics and Mother's Friendship Day for the women from both sides of the war. In 1908 after her mother kicked the pail, Anna Jarvis made the essential Mother's Day merriment in Grafton, West Virginia. People moreover celebrated in Philadelphia, Pennsylvania and various diverse urban groups. For quite a while, Anna made the celebration more noteworthy until President Woodrow Wilson made it a national event in 1914.
    http://www.wikihow.com/Celebrate-Mother

    ReplyDelete
  2. Thank you for sharing.please visit here for more detail:
    Memorial Day Weekend
    Memorial Day Pictures

    ReplyDelete
  3. Awesome blog. I enjoyed reading your articles. This is truly a great read for me. I have bookmarked it and I am looking forward to reading new articles. Keep up the good work!
    Memorial Day Prayers
    Memorial Day Tributes Images

    ReplyDelete
  4. Sonora required Father's Day to be lauded on the primary Sunday in June, since it was close to her dad's birthday. fathers day poems from son Or maybe, the primary Father's Day celebration happened on June 19, 1910 in Spokane, Washington. In 1966, President Lyndon Johnson made the third Sunday of June Father's Day.
    https://simple.wikipedia.org/wiki/Father

    ReplyDelete
  5. We are at Tourtraveltourism.com providing customize trips to Chardham and also different tour holiday packages according to the requirements of our valuable customer. By visiting our website you can choose our services at affordable cost. You can contact us on 07351064829.
    Char Dham Yatra
    Char Dham Yatra from Delhi
    Char Dham Yatra Packages from Delhi
    Char Dham Yatra Tour Package from Delhi

    ReplyDelete
  6. awesome post i really enjoyed reading this article which explained everything in very easy manner. i will visit this blog once again to get such an important information which i keep on regularly looking for
    psl 2018 schedule
    big bash league fixtures
    top box office
    box office india
    isl schedule fixtures

    ReplyDelete
  7. Thank you! I love to read this type of material Good and attractive information I take from it.
    4th Of July 2018 Images
    Happy 4th Of July Sayings
    4th Of July Messages For Friends

    ReplyDelete
  8. Subscribe to the griffex blog to peruse the best crypto-articles and huge announcement about Griffex.

    ReplyDelete
  9. Excellent and very exciting site. Love to watch. Keep Rocking. 旅游景点

    ReplyDelete
  10. I agree with a lot of the points you made in this article. If you are looking for the Hospitality Consulting, then visit Steel Hospitality Ltd. I love your content, they are very nice and very useful to us and this text is worth everyone’s attention.


    ReplyDelete
  11. The corporate must define a travel policy which is applicable to and respected by travelers at all levels. This policy should be used to establish the standards which will help to track the improvement of business travel. ป๊อกเด้ง

    ReplyDelete
  12. The world's best Organic, Vegan and Kosher superfood powders. We create revolutionary, exclusive formulas that utilize ancient secrets with a modern twist check this link right here now digestive superfoods.

    ReplyDelete
  13. Indeed, even a learner can bring in cash in Forex exchanging, yet there's a major contrast between bringing in cash in Forex and making a full time salary, accomplishing money related opportunity, and building riches through Forex. Alexis

    ReplyDelete
  14. you've got achieved a omnipresent process upon this article. Its wholly proper and intensely qualitative. you've got even managed to make it readable and clean to access. you have a few valid writing function. thank you consequently much. travel blogspot

    ReplyDelete
  15. Initial You got a awesome blog. I determination be involved in plus uniform minutes. I view you got truly very functional matters. I determination be always checking your blog blesss.Top cryptocurrency blog

    ReplyDelete
  16. Initial You got a awesome blog. I determination be involved in plus uniform minutes. I view you got truly very functional matters. I determination be always checking your blog blesss.Top cryptocurrency blog

    ReplyDelete
  17. Initial You got a awesome blog. I determination be involved in plus uniform minutes. I view you got truly very functional matters. I determination be always checking your blog blesss.[url=https://cryptominersolutions.org/blog]Top cryptocurrency blog[/url]

    ReplyDelete
  18. Wow, cool post. I'd like to write like this too taking time and real hard work to make a great article but I put things off too much and never seem to get started. Thanks though.Top cryptocurrencyblog

    ReplyDelete
  19. Thanks for every other informative site. The place else may just I get that kind of information written in such an ideal means? I have a venture that I’m just now operating on, and I have been on the look out for such information. sinais iq option

    ReplyDelete
  20. Bengal Tour Plans is the Bengal Tour Plans travel agency in Kolkata where you will always get discounted tour and travel packages after COVID-19 and lockdown is over. Bengal Tour Plans Travel agencies near me

    ReplyDelete
  21. Rapid movers are a Pakistan based moving and packing company providing home/office moving and cargo services to hundreds of customers daily. Our mission is to move you more safe and secure. To move contact, us to get your relocation quote.
    home shifting services
    home shifting services
    movers and packers
    movers and packers
    packers and movers
    home shifting
    home shifting services in lahore

    ReplyDelete
  22. Whenever I have some free time, I visit blogs to get some useful info. Today, I found your blog with the help of Google. Believe me; I found it one of the most informative blog. B2b email list France

    ReplyDelete
  23. Have a look on these Cute Easter Bunny Pictures Funny Images For Whatsapp Dp & Facebook Cover Photos and implement whatever message is tried to tell you by usFXGM ZA

    ReplyDelete
  24. Alternative merchants exchange choices, which empower one to purchase or sell a privilege at explicit time-frames under explicit economic situations. forex course etc

    ReplyDelete
  25. i never know the use of adobe shadow until i saw this post. thank you for this! this is very helpful. Plombier Paris 24h/24

    ReplyDelete
  26. hello!! Very interesting discussion glad that I came across such informative post. Keep up the good work friend. Glad to be part of your net community. Alkosto: Hiperahorro para todos

    ReplyDelete
  27. Positive site, where did u come up with the information on this posting?I have read a few of the articles on your website now, and I really like your style. Thanks a million and please keep up the effective work. where is anguilla

    ReplyDelete
  28. Elbette gitmeden önce hatta bir sonraki varış noktamı seçmeden önce okuduğum gezi rehberleri var ama favorilerim kurgu romanları. O ülkede geçen veya yazarları o ülkeden olan hikayeleri okumayı seviyorum. ucuz uçak bileti

    ReplyDelete
  29. Bu nedenle, araba kullandığınızda tüm bu belgelerin yanınızda olduğundan emin olmalısınız. marmaris rodos feribot

    ReplyDelete
  30. Thanks for taking the time to discuss that, I feel strongly about this and so really like getting to know more on this kind of field. Do you mind updating your blog post with additional insight? It should be really useful for all of us. manzanita oregon hotels

    ReplyDelete
  31. cool, please guidance so that I can create a blog like yours

    ReplyDelete
  32. Evden eve nakliyat firmaları çokça  olduğu için nakliyat firması seçerken çok dikkat edilmeli. evden eve nakliyat

    ReplyDelete
  33. Shifting to a new hospital is a very tough task. But if you follow these rapid-movers-packing-moving-made-easy-now-2021-02-02 your day would be hassle free.


    https://www.marketwatch.com/press-release/rapid-movers-packing-moving-made-easy-now-2021-02-02

    ReplyDelete
  34. I like your bold viewpoints on this subject. I can tell you have a passion for writing. Your writing style is both informational and persuasive in this article. I share many of your same views. so click here for recent information about:
    quick car removals sydney
    & free towing service sydney

    ReplyDelete
  35. SEO could profit numerous organizations who are hoping to expand their online presence and drive more focused on traffic to their sites. SEO Antwerpen

    ReplyDelete
  36. I consider this to be information of quality and it appears to be written so as to make the reader think. I like your writing style and appreciate your efforts. so read also post guest post

    ReplyDelete
  37. unique and original article! You have done a great job on this article. so click here for recent information about: online toys in australia
    & toy shops melbourne

    ReplyDelete
  38. Your article contains great quality content not often seen. I wish to read more things about it! car batteries near me

    ReplyDelete
  39. Well written articles like yours renews my faith in today's writers. You've written information I can finally agree on and use. Thank you for sharing.
    excavation companies melbourne and commercial demolition contractors melbourne

    ReplyDelete
  40. It's good to see writing that is so good that you know the writer has done the homework on the subject. I am impressed with your insight and viewpoints on this topic. Thank a bunch.
    Panel Beating Yennora
    Car Insurance Claims Sydney

    ReplyDelete
  41. All I can think to say is wow! I think your info is intriguing and fascinating.You have helped make this interesting as well as clear.

    Car Dent Removal in Sydney
    Panel Beating & Smash Repairs Sydney

    ReplyDelete
  42. I've been exploring for a little bit foor any high-quality articles oor blog
    posts in this sort off space . Exploring in Yahoo I
    eventually stumbled upon this web site. Reading this info So i am glad to express that I've a very excellewnt uncanny feeling
    I discovered exactly what I needed. I so much unquestionably
    will make sure to do not overlkook this site and give
    it a glance on a continuing basis.

    ReplyDelete
  43. Great article! I agree on nearly every aspect of this information you have written. You have great insight on this topic. Thanks for sharing.

    Timber flooring in Sydney
    Solid Wooden Flooring Sydney

    ReplyDelete
  44. I can only aspire to write material like this. I am extremely impressed with your presentation of the sound points in this article.. I agree with a lot of your material and think you are gifted. Thanks for sharing
    Cash for car sydney
    Unwanted car removal sydney

    ReplyDelete
  45. I usually think of informative content as dull but necessary for learning. Interesting informational articles like this are rare. I'm impressed with how well you have presented this information in such and interesting and original way.Unique and original article! You have done a great job on this article. so click here for recent information about
    Mobile Car Inspection Sydney & Emergency breakdown sydney

    ReplyDelete
  46. It's not often I have the opportunity to enjoy great content like yours.I hope to come back and see more articles you've written. Thanks for sharing.
    The London Vintage

    ReplyDelete
  47. endeavors here to decrease a trade deficiency, and gather occupations, could trigger more prominent occupation misfortunes in sends out.
    Rekomendasi Saham

    ReplyDelete
  48. I usually think of informative content as dull but necessary for learning. This article is appealing and very well-written. The first two sentences encouraged me to read more.
    Head Lice Prevention

    ReplyDelete
  49. thank you for the information provided, we are waiting for the next info

    ReplyDelete
  50. This article is full of some well-researched information.You've exceeded my high standards and expectations with your excellent writing skills. You must have higher standards than I do. Thanks for sharing
    <a href="https://www.theyardgroup.com.au/bricks-and-blocks/''> Bricks And Blocks </a>

    ReplyDelete
  51. I suppose if I had to pick a perfect article, it would be yours.This material is informational without being boring and intimidating. Thank you.
    Bricks And Blocks

    ReplyDelete
  52. I just had to show my appreciation for the writer's point of view on this subject by leaving a comment.Thank you for writing compelling and interesting material for readers like me. You have a great talent. Thanks for sharing.
    The London Vintage

    ReplyDelete
  53. This article is full of some well-researched information. You have made valid points in a unique way. You've exceeded my high standards and expectations with your excellent writing skills. You must have higher standards than I do. Thanks for sharing.
    Leopold Shopfronts

    ReplyDelete
  54. It's not often I have the opportunity to enjoy great content like yours.The effort you put into this is very impressive and I enjoyed every minute of the read. I hope to come back and see more articles you've written. Thanks for sharing.
    Gutters Perth

    ReplyDelete
  55. Writers are a unique breed. You know when you're reading content written by an expert, or at least a very intelligent writer.. I like your point of view and how engaging your article is written.
    National Pds

    ReplyDelete
  56. I wish I had found your article sooner, but now I'm here. They did and we all really learned something from it. Thank you for helping us.
    Kid Safe Pool Fencing

    ReplyDelete
  57. Reading this material made me think. I enjoyed this article. You have some real quality information that appears to be researched well. I have not read such good quality content in a while. Thank you.
    Body Sculpt Studio

    ReplyDelete
  58. If I had the talent you have, I would be happy. Your article has inspired me to become a better writer. Thanks for keeping my interest and attention.
    Glass And Fencing Warehouse

    ReplyDelete
  59. Great article! I agree on nearly every aspect of this information you have written.we are waiting for the next info
    CCTV Drain Inspection Cost In Sydney

    ReplyDelete
  60. Please continue this great work and I look forward to more of your awesome blog posts
    house moving company Dubai

    ReplyDelete
  61. We offer furniture moving service in Dubai.it is very useful and very low price please visits this site thanks and please share this post with your friends. Dubai movers

    ReplyDelete
  62. I read that Post and got it fine and informative Womens bottoms

    ReplyDelete