Free Upgrade for NPS at Hyatt Regency

NPS programs can sometimes go astray from their original goals and objectives as evidenced by a recent experience following a two night stay at the Hyatt Regency in Toronto Canada. I received the following letter [with my own CX commentary dispersed throughout the letter]:

Season’s Greetings Mr. Gusiff,

 I wanted to reach out and personally thank you for recently staying with us. I hope that from the time you checked in with my colleague Suhail, until the day you departed, you had a relaxing and enjoyable experience.   

 [I like the personalized reference to the specific individual who checked me in for my stay. However, Suhail did nothing out of the ordinary to make me remember his actual name. They could have stated someone else's name and I probably wouldn't have know the difference.]

I was informed that Hyatt Worldwide has sent you a separate email containing a survey regarding your stay with us. As surveys have an expiry placed on them I thought this would be an opportune time to connect with you in the hope you might find a few short moments to complete it. 2017 is coming to a close and our goal of a 9.2 overall rating with respect to Likelihood to Recommend is within our grasp and our team is working feverishly toward achieving this but we only have 22 days left.

 [NPS is not about achieving a particular internal goal, but, first and foremost, having a process in place for receiving good honest feedback from hotel guests on a recent experience (good or bad).] 

Should you take the time to complete the survey, this would be your holiday gift to us. In return I would like to personally assign you a complimentary upgrade on your next stay, up to and including a One Bedroom Deluxe Suite, should one be available. This would be the least I could do for taking time out of your busy day to provide such valuable insight.

[Given I have been a frequent guest to this particular location it is not a bad idea to offer me a complimentary upgrade. However, perhaps this should have been done during my last stay, surprise and delight!, rather than as a reward for filling out a survey.] 

Lastly, feedback is essential to our success and I know sometimes the opportunity to report a detractor from one’s experience is not always possible before departing. If you feel we fell short and your Likelihood to Recommend would be deemed lower than a 10 or 9, please email me before you complete the survey so I can be aware and make an attempt to make it right.     

 [There must be some kind of bonus riding on their NPS score, otherwise, I would not be getting such a desperate plea to give them the opportunity to make it right before filling out my survey based upon the actual experience during my most recent stay. In addition, while NPS is determined with each individual stay the goal is not necessarily to make my stay a 10, but, to take the feedback from my most recent stay, be it a 6, and use that to make everyone else's stay a 10, right?] 

We look forward to seeing you staying with us again and Wish You and Your Family a Happy Holiday!!

[Finally, why is their goal 9.2? why not 10.5 (conceptually) so that if you fall a little bit short you still land at 10!]