.D. Power and Associates’ recognizes staff can’t resolve problems guests do not bring to their attention, so we developed what we call Problems Per Hundred Guests, or PPHG for short. We take the naturally occurring rate of guest problems and adjust for the differences in rates at which those problems are reported or are not reported to hotel staff. We arrive at an adjusted ranking of problems per hundred guests reflecting the rates at which the problems are reported to hotel staff. This provides a view from the hotel staff as to which problems in the industry are most frequently reported and therefore, those which hoteliers have the greatest opportunity to impact. - See more at: http://www.hotelnewsnow.com/Article/6684/What-you-dont-know-about-your-guests-problems#sthash.vUQlB7lQ.dpuf