Owner: Sustainable Globe
Developer: Founder, Sustainable Globe
Purpose: To ensure transparent, consistent, and reproducible evaluation of hotel engagement performance using publicly available data.
The HEI-C Locked Execution Rubric defines the mandatory rules for applying the Hospitality Engagement Index – Canada (HEI-C).
This rubric eliminates discretionary interpretation by converting all qualitative criteria into fixed, auditable thresholds. Any evaluator (human or AI) following this rubric must reach the same results using the same public data snapshot.
A hotel property must pass all five conditions below to be included.
If any condition fails, the property is excluded.
Physical Presence:
The hotel has a verifiable physical address in Canada.
Customer Visibility:
At least one public customer rating exists on TripAdvisor or Google Maps.
Employee Visibility:
At least one employee rating exists on Indeed or Glassdoor (property-level or operator-level).
Engagement Presence:
At least one observable engagement channel exists (social media, Google Maps interaction, or community engagement).
Public Access Rule:
All data must be publicly accessible without paid subscriptions or private logins.
HEI-C uses a 100-point composite score based on three components and two mandatory deductions.
Primary Source: TripAdvisor
Secondary Source: Google Maps (only if TripAdvisor is unavailable)
Metric: Overall star rating (1.0–5.0)
Use the most recent overall rating
Do not average across platforms
Do not interpret sentiment beyond the star value
Formula:
Customer Score = Star Rating × 8
Primary Source: Indeed
Secondary Source: Glassdoor
Hierarchy Rule:
Property-level rating (if available)
Operator or brand-level rating (fallback only)
Metric: Overall employee rating (1.0–5.0)
No blending across employers
No sub-ratings or weighting
Formula:
Employee Score = Star Rating × 8
Hotels with no observable employee rating are excluded.
External engagement is evaluated across four equally weighted channels (5 points each).
Assessment window: Last 90 days
5 points:
≥ 12 posts AND visible replies to comments
3 points:
4–11 posts
1 point:
1–3 posts
0 points:
No posts or inactive account
5 points:
≥ 6 organizational posts OR active hiring/events
3 points:
2–5 posts
1 point:
1 post
0 points:
No activity or no page
5 points:
Owner replies visible across recent reviews and Q&A
3 points:
Replies visible but inconsistent
1 point:
Rare replies
0 points:
No owner replies
Publicly verifiable evidence of:
5 points:
Two or more documented partnerships or projects
3 points:
One documented engagement
1 point:
Mentioned but not substantiated
0 points:
No evidence
Based on total customer reviews:
0 points deducted:
≥ 2,000 reviews
−2 points:
1,000–1,999 reviews
−3 points:
500–999 reviews
−5 points:
Fewer than 500 reviews
To account for platform opacity, responsiveness is assessed using the last 20 visible Google reviews.
0 points deducted:
Owner replies present in 10 or more of the last 20 reviews
−3 points:
Owner replies present in 4–9 of the last 20 reviews
−5 points:
Owner replies present in 3 or fewer of the last 20 reviews
No response percentages are inferred or calculated.
HEI-C Score =
(Customer Rating × 8)
(Employee Rating × 8)
External Engagement Score
− Review Volume Deduction
− Responsiveness Deduction
Maximum possible score: 100
Hotels are ranked from highest to lowest HEI-C score
Only the Top 10 hotels are selected
Tie-breaking rules (in order):
Higher Customer Satisfaction score
Higher Employee Satisfaction score
Higher External Engagement score
Evaluation month and year must be stated
All data sources must be publicly accessible
Missing data results in exclusion, not estimation
Identical rules apply to all hotels
No subjective judgment or inferred data permitted
© 2026 Sustainable Globe
Hospitality Engagement Index – Canada (HEI-C)
The HEI-C methodology, rubric, and rankings are proprietary to Sustainable Globe.
Academic citation with attribution is permitted. Commercial reproduction or modification requires written permission.