Guest Experience Index - Now the Traveller Experience Score
What is the Guest Experience Index™ and what has it become?
The Guest Experience Index (GEI) indicates guests’ general perceptions of your hotel quality. We use data from 30 review sites and Online Travel Agencies (OTAs) in conjunction with a proprietary algorithm, developed by Olery in cooperation with the VU University Amsterdam, to calculate a general weighted score on a scale from 1 to 100 (with 100 being the perfect top score).
We have now moved on to a new product, the Traveller Experience Score (TES Ratings). The Traveller Experience Score (TES Ratings) is unique to Olery and is a world first in combining sentiment and numerical data in an easy to understand score out of 10. The Traveller Experience Score (TES) replaces the Guest Experience Index. The design and rating system of the Sentiment Analysis Technology V2 allows us to provide a Traveller Experience Score combining Sentiment and Numerical Ratings. This is a hospitality first in giving you the insights of both the written reviews and the ratings combined.
Integrity of the review site
Some review sites have a very low bar for reviewers to jump over before they can post an entry. Others are more discerning. For example, TripAdvisorallows anyone to post reviews, requiring no proof that the reviewer actually stayed at the hotel in question or even is who they say they are.
By contrast, Booking.com only permits reviews from guests who have used their booking service to reserve rooms in the first place. Because of this additional level of consideration, ratings from Booking.com are weighted more heavily in the new TES calculation than those from TripAdvisor.
Integrity of the reviewer
Some reviewers travel often and frequently write reviews about their experiences. Others may leave a single review and then never return to the website. Whose hotel review would you be more likely to trust? We’d agree that the more-traveled reviewer is more likely to have better insights—so we weigh their ratings more heavily for the TES Rating.
Relative age of the review
The TES Rating is calculated as a weighted moving average over the last 90 days. This means that only the reviews from the last three months are taken into account, and newer reviews are weighted a bit more heavily than older reviews
What Traveller Experience Score should I aim for?
The average TES score generally falls between 60 and 80. To rank among the top hotels in your area, you’ll want to get your score somewhere above 80. If your score is currently below 60, you know you’ve got some catching up to do.