In an age when online review sites can make or break a hotel or restaurant, getting a good review from customers should be at the top of every operator’s list of priorities.  However, when making consumers feel valued, new research conducted by POLO® has shown that it’s the added extras that make the biggest impression.

The survey revealed that almost 70 per cent of consumers feel more valued when given unexpected ‘freebies’ in hotels, while 63 per cent of the respondents mentioned that they would be more likely to share positive feedback as a result[1].

What’s more, just under 1 in 5 people would be more likely to tip when offered complimentary mints at the end of a meal in a restaurant[2].  Remembering people’s names, being flexible and not being rushed were also cited as key reasons that encouraged customers to tip.

“Providing that little extra clearly goes a long way in leaving a positive lasting impression on both hotel guests and diners,” said Anu Christie-David, Nestlé Professional® Sweet Food Category Manager.

“Complimentary treats are a big opportunity to reassure consumers on the quality of their experience and play a subtle, but important, role in encouraging them to leave positive reviews.”

The new Individually Wrapped POLO® sweets are available now in cases of 6 x 660g bags in either refreshing Clear Mint or five Fruit flavours: blackcurrant, orange, lemon, lime and strawberry, providing variety to the complimentary market.

Take up the POLO Challenge!

Do you want to provide a little extra for your customers?  To be in with a chance of winning 3,000 Individually Wrapped POLO® sweets, send an email with your name, company and phone number to [email protected].  All entries will be collected on 2nd November 2015 and 10 operators will be selected at random to win this exclusive prize.

The competition runs until 2nd November.  No entries after this date will be accepted.  Further details are available on the website (; normal terms and conditions apply.

[1] Research conducted on behalf of Nestlé Professional® by OnePoll, April 2015

[2] ibid