NPS: Net Promoter Score The percentage of customers who are the fan.

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1 NPS: Net Promoter Score The percentage of customers who are the fan. How NPS is calculated: The Net Promoter Score, itself, is calculated based on responses to the question: How likely is it that you would recommend our hotel service to a friend or colleague? The scoring for this answer is based on a 0 to 10 scale. Those who respond with a score of 9-10 are called Promoters, and are considered likely to return again and again, remaining customers for longer, and making more positive referrals to other potential customers. Those who respond with a score of 0 to 6 are Detractors, and they are less likely to exhibit the value-creating behaviours as switch to another hotel and negative referrals. Responses of 7 and 8 are labelled Passives, and their behaviour falls in the middle of Promoters and Detractors. The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. For purposes of calculating a Net Promoter Score, Passives count towards the total number of respondents, thus decreasing the percentage of detractors and promoters and pushing the net score towards 0.

2 NPS findings among the hotel guests: It varies among the different types of guests. Business Business 15% 32% 53% 32% 21% 47% Holiday Hoiday 26% 12% 57% 17% 31% 57%

3 Customer Perception Survey Results on the Key Service and facilities: Perception of value for money: Guests of different duration and trip type were asked regarding their perception on value for money considering their experience. Below table shows the actual number of respondents according to their opinion: type Great Right Priced Overpriced Value for money Business Business Holiday Holiday Perception of location: As the guests were asked whether they find the hotels location convenient. The below table includes the actual number of responses from the respondents categorized according to the trip duration and trip type; type Convenient Location Neither good nor bad Location Inconvenient Location Business Business Holiday Holiday

4 Methods of hotel booking by number of guests from different category (daily average). type Online Phone Comm Agent Business Business Holiday Holiday *Actual data from reservation system database Visitors Perception of the booking system Respondents were asked to rate the booking system in terms of usability and user friendliness. Very Easy Neither Easy nor difficult Difficult Business 19% 27% 54% Business 67% 14% 19% Holiday 83% 12% 5% Holiday 7% 66% 27% Visitors Perception room service quality: The parameters were the response time, friendliness, professionalism, appearance and customer service skill of the service personnel. Favorable Indifferent Non Favorable Business 64% 32% 15% Business 21% 47% 32% Holiday 26% 17% 57%

5 Hoiday 57% 31% 12% Visitors Perception of cuisine Range Trp Wide range Moderate Range Narrow Range Business Business Holiday Hoiday Perception of cuisine quality/taste Gourmet Tasteless Un edible Business Business Holiday Holiday Perception of layout, lounge, common spaces. The parameters were whether the space and facilities are adequate, visually pleasant, clean and safe. Inspiring Hardly noticed Soul destroying Business Business Holiday Holiday

6 Perception of ambiance and parking facilities. The parameters were whether the space and facilities are adequate, visually pleasant, clean and safe. s Favorable Indifferent Non favorable Business Business Holiday Holiday Perception of business services - internet, computers, printers, Party/conference facilities. The parameters were whether the space, facilities and equipment are adequate, functioning, of good quality, clean and safe. s Favorable Moderate Not Favorable Business Business Holiday Holiday Perception of recreation facilities - Gym, Pool, disco, bar. The parameters were whether the space, facilities and equipment are adequate, functioning, of good quality, clean and safe. Favorable Moderate Not Favorable Business Business Holiday Holiday