1. OYO UK NPs Q4'22 25 August 2023. OYO. UK NPS Q4'22. 

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UK : 2nd highest in coverage amongst OYO markets. 

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UK : 2nd highest in coverage amongst OYO markets

NPS Score : 71.6% (dropped by 2 % vs Q3)
Coverage: 75% (improved by 26% vs Q3)

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Responses: 88. (incl 15 MM). Coverage: 75%. Sent to: 117 partners. 

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Q4 JFM '23
Q3 '22
Q2 '22
Q1 '22
Q4 '21
Q3' 21

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SMART: NPS Score % Trend for various parameters. Score calculated as 5+4-1-2. 

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SMART: NPS Score % Trend for various parameters

• Improvement of 5-10% in each category, while overall score has dropped by 7% (to focus more on verbatim

• ~60% of partners in UK that took the survey, rated us 5 ; 2 X of last Qtr (43 vs 21 ratings) while ratings at 4 remain

• 3 properties from Promotor to Detractor Bucket (Royal, Rower, High Tide)

• 70% share of response from Owner Login ; 30% opened for PM basis owner's request due to multiple tech issues

Managment
Recon/Payments
Operational Support
Tech Products

6 6. SMART: NPS Ratings for various parameters. Likely to. 

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SMART: NPS Ratings for various parameters

•
57 – Likely to recommend--> to be 
pursued again by ground team for 
referrals; Remote team to arrange 
testimonials

•
8 neutral ones – to be converted to 
promoter

•
8 – Unhappy ones – PCs connected 
to understand / resolve concerns

7. Shift in Promoters / Detractors. (basis overall NPS rating). 

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Reverse Trend:- Patrons moving from Positive 
(4,5) to Negative (1,2)

Q4 JFM ‘22 New addition to Promoter. No Previous 
Rating

22
Q4 JFM ‘22 had addition to submission vs Last Quater

8. Revenue Management - NPS Survey Verbatim. Revenue Management Services. 

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Positive Service
5
Revenue manager support, Timely revenue

Positive
9
Happy with revenue management, Just

Negative Service
2
Lack of Revenue management support​

claiming low Revenue generation​ with Direct

Negative Product
1
Not happy with Booking fee

9. Pricing Management - NPS Survey Verbatim
*FE - Feature Enhancement. 

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Pricing Management - NPS Survey Verbatim
*FE - Feature Enhancement

Regular connect, great guidance by revenue team for giving attention to

Positive Product
1
good feedback on Smart pricing tool

Positive
7
Happy with pricing and revenue management, regular connect

Negative Service
1
Pricing strategy is not good

revenue management should be proactive about pricing events and

Certain Limit to change prices from Smart pricing , more transparency in

10. Ops support & Help/Chat module - NPS Survey Verbatim. 

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Ops support & Help/Chat module - NPS Survey Verbatim

*FE - Feature Enhancement
Operational Services

Alankrita & Neha are praised for quick support & problem solving skills. Quick

Happy with ops support. Supportive team. Praised Alankrita, Neha, Fabian &

Chat is doing good job but sometimes take time to resolve queries.

Suggestion: More meetings with property managers.

Negative Service
1
Slow chat support. Avoid giving straight answers.

Queries forwarded to higher level take too long. Embarassing Support level.

Chat Support can't fix anything. Everytime say they will pass it to the

11. Recon Managment- NPS Survey Verbatim
*FE - Feature Enhancement. 

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Recon Managment- NPS Survey Verbatim
*FE - Feature Enhancement

Positive Service
1
Alankrita helps us to clear information

Neutral FE
1
Adjustment sheet to be more Clear

Negative Service
2
Payment Frozen, Less Payment due to Less Business

Recon is Complicated and Compex, Reports on Recon

Negative  Business Policy
1
No-Show Payment Visibility Concern

Negative
1
Not happy with other reasons, Like Tech

12. Tech/Product Services - NPS Survey Verbatim. *FE - Feature Enhancement. 

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Tech/Product Services - NPS Survey Verbatim

all products(smart pricing/Co-OYO/OS are easy to use and 
understand, direct and regular connect and quick response

Neutral-Training
1
Need training on co oyo app

need guidance from revenue manager about local events and 
shows, what age group of customers like what kind of events,

kite festival,gay pride week, punk festival,pigeon shows happen .

Did not like the new booking page on OS, Issues with Co-Oyo app

,Highlighted the onboarding process and suggested to discuss

13. Verbatim comments on overall feedback. 13. Please highlight what we are doing well and that we should continue doing. 

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Please highlight what we are doing well and that we should continue doing

I am more than happy with the service i receive from you

Revenue is higher than our competitors / friends. Monthly online catch ups. Nice to meet in person

operational support is much better now, easy to use system

Continue with better rate management. Don't sell cheap.

WELL YOU ARE DOING NOTHING WEEL​
room prices are a joke- you suggest selling rooms for cheaper 
than it costs to hotel to run them,you do not focus on customer 
but your numbers-useless company justdisturbing

Good communication with Neha Luthra, fast response

Employees Like Alankrita and Fabian are an asset to your 
company​

we are very happy and delighted to work with Alankrita and oyo​

OYO has great staff. The staff that i deal with are so helpful to 
me. They help with any situation and they invest time talking and 
helping me. The communication is very high with the staff and it 
makes the partnership better in so manyways! I am listing the 
staff below who have all done an exceptional job with me and 
they deserve some sort've praise.​
Staff that have done an exceptional job: Alankrita 
Kumari;Josh;Fabian;Sherwin​

a few good staff members thats it. hole of oyo needs re-sorting 
and focus on the thinks that matter not just lining your pockets 
as thats the only goal for oyo at the moment and nothing or 
anyone matters but them!!​

14. Verbatim comments on overall feedback. Your Suggestions on how we can improve as your partner. 

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Your Suggestions on how we can improve as your partner

Insight and interaction prior to launch and implementation of ideas.

Better background training to OYO reservation team with the guesthouse basic.

get rid of the survey at the bottom of the screen so it does not interfere with our work

Fulfilling my requests and listen to my requests.

More regular visits by the area operations manager.

Stop making random changes to OTA features, 
especially those that don't make commercial 
sense e.g. removing the "breakfast Included" 
green banner on BDC with no warning - who thinks this 
would be a good idea at anytime. Keeping me informed 
if they activate the 10% discount for mobile bookings -
no-one told me OYO were doing this and together with 
my smart pricing adjustments, customers were 
suddenly getting the rooms too cheap. We offer a full 
English breakfast and have said so on BDC - however, 
someone at OYO changed it to a Continental Breakfast 
- again, who in their right mind would think is is more 
beneficial for us?​

Need to know more about local events and shows, 
what age group of customers like what kind of events, 
kite festival,gay pride week, punk festival,pigeon shows 
happen .​

Have realistic pricing and stop giving rooms away. It 
attracts the wrong kind of guests to the hotel and 
lowers the whole satisfaction of the place.

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NPS Performance across MM Partners. Score calculated as (5+4)-(1+2). 

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Overall
Local Rep
Remote Teams
Payments
Communication
Value

Section NPS
86.67%
100.00%
73.33%
83.33%
93.33%
73.33%

MM Partners: Comments. Score calculated as (5+4)-(1+2)
16. 

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OYO Stade Court Hotel & Langfords
(Vijay)

Very annoying to have to share documents with CTM & 
OYO all the time for same things

OYO Aston Court Hotel (Afshin)
Working with OYO & Serco I sometimes feel we 
could all improve general communication between all 
parties. So we are all on the same page at all times?

I find working with Bradley Shough very easy and 
informative, and Bradley is an asset to OYO in my opinion.

I am repeatedly having to send health and safety 
documents to OYO and to Serco. This is frustrating 
as both are repeatedly asking for the same 
documents to be sent.

Serco and security need more communication with one 
another. eg times when a new security guard on sight and 
has never been to this sight before, Serco really need to 
come and explain how it works at this hotel.

OYO Broadfield Park Hotel & 
Staindrop (Anoob)

OYO The Evesham Hotel (Suman)
No. All is fine.
Oyo team is doing good.

OYO Avenue House (Moosa Patel)
some historical issues regarding payment accuracy 
but the OYO team have been great to work with to 
resolve

OYO Timothy's
Not at this moment in time
All is good and working closely with our team

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20
Q4 JFM '23 NPS Survey – Performance
●
5 ratings- 2 times of last NPS
●
4 ratings – Almost same
●
Response rates +32%
●
3 properties from Promotor to Detractor Bucket
0
10
20
30
40
50
60
70
80
Q4 JFM '23
(81%)
Q3 2022
(49%)
Q2 2022
(57%)
Q1 2022
(55%)
Q4 2021
(41%)
Q3 2021
(37%)
2
1
3
6
5
2
6
2
2
3
3
5
8
5
5
6
4
8
14
13
11
9
3
12
43
21
37
45
29
20
Quarter wise NPS sentiments 5
4
3
2
1. 

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20
Q4 JFM '23 NPS Survey – Performance
●
5 ratings- 2 times of 
last NPS
●
4 ratings – Almost 
same
●
Response rates 
+32%
●
3 properties from 
Promotor to 
Detractor Bucket
0
10
20
30
40
50
60
70
80
Q4 JFM '23
(81%)
Q3 2022
(49%)
Q2 2022
(57%)
Q1 2022
(55%)
Q4 2021
(41%)
Q3 2021
(37%)
2
1
3
6
5
2
6
2
2
3
3
5
8
5
5
6
4
8
14
13
11
9
3
12
43
21
37
45
29
20
Quarter wise NPS sentiments 
5
4
3
2
1

NPS Performance across key properties. *Measurement- P Series patron are based on Revenue contribution and potential
●
NPS Performance across key properties has shown uptick in Q4 JFM as compared to Q3. 

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*Measurement- P Series patron are based on 
Revenue contribution and potential
●
NPS Performance across key properties has shown 
uptick in Q4 JFM as compared to Q3

Q4 '22 & Q1 '23 NPS Verbatim_UK

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