What is customer satisfaction?Customer satisfaction says what number of customers enjoyed some place, product or service. It is very important to satisfied clients, because loyal customers are great thing for business for hotels, restaurants and others. Happy customers will come back, probably with their friends and also they will be extending a good opinion – recommendation ‘word of mouth’ which is very effective. The unsatisfied customers won’t come back and they will definitely not recommend such place or services.
Very often the satisfaction of customers depend on their expectations, what are their imagine about some place, people, services.
The level of a customer satisfaction can be measured by different kinds of questionnaires or surveys.
How to measure customer satisfaction?
There are different kind of questionnaires and surveys which helps to measure the level of customer satisfaction. There are also market research companies which make such research for huge variety of businesses like hotels, banks, restaurants, markets.
To measure the customer satisfaction we can us some methods, scales. I will give you an example:
- scale of Likert – strongly agree, agree, neither agree or disagree, disagree, strongly disagree
- items you measure – cleanness and comfortableness of rooms (accommodation), efficient reception (check in/out), reliable reservation system also prices, accuracy of services and helpful (friendly, qualified) staff, high quality of facilities (decorations/atmosphere/…)
How to use customer satisfaction studies to improve?
I am interested in hospitality industry, so we will take a look on it.
When you know what is wrong, you know what you have to do to improve to make your hotel, restaurant or anything else better. What they need to change to attract people.
Firstly hotel’s managers has to know it’s straightness and weakness. Then they need to make a plan of things which have to be changed, improved. After that – main point – they have to take an actions to make it working better. And finally, they will also have to remember to still do the measures and to review them.
Example of questions in questionnaire- What do you thing about the reception (check in/out), was it kind, helpful, professional?
- Was your room clean and comfortable?
- Whether bar and waiting on staff was professional and kind?
- If price of room was appropriate?
- If the meals served in hotel restaurant were good?
- Would you like to come back?
