CASE STUDY Novotel Bangkok Sukhumvit 20 – a 15% increase in NPS Driving guest satisfaction through real-time feedback In the fast-paced city of Bangkok, Novotel Bangkok Sukhumvit 20 appreciates the importance of timeliness when it comes to responding to guests. The hotel worked with Local Measure to implement a real- time feedback program using Pulse, which turned out to be “one of the best customer service tools” they’ve added to their business.About Novotel Bangkok Sukhumvit 20 Novotel Bangkok Sukhumvit 20 is located in the center of everything that Bangkok has to offer tourists, providing a gateway to the city’s exotic cultural charms. The mid-scale hotel appeals to business and leisure travelers from all over the world who want to access decadent shopping malls, local markets, fine

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