Customer Perception
Analysis Survey |
An (OUT seventy-two hour) in-house guest survey
of hotel facilities, containing a database of over three
thousand guest contact points. The data compiled is accumulated
in our computer bank to measure the quality and consistency of
service and performance levels in all departments.
Customer Perception Analysis (CPA) has proven to be effective in:
- Measuring service quality in the hospitality industry, allowing
management the opportunity to instantly adjust service and
product levels to maximize customer satisfaction promptly
- Providing an ongoing monitoring system to track guest satisfaction
levels in various departments of the hotel and providing management
with the mechanism to compare individual hotel services with
those of its market share competitors
- Furnishing management with a vehicle that highlights the
hotel's strengths and weaknesses in relation to a generic
database of hotels
monitored in a similar category
-
 Instituting procedures that allow management to identify
those employees rendering service that meets or surpasses guest
expectations
- Conducting and auditing (OUT a number of ) cash
integrity test (Out procedures during the course of a Customer Perception
Analysis
to) and validating in-house cash control systems
- Increasing quality service appreciation for the entire staff
by developing an awareness program mirroring a hotel's position
with customer satisfaction, thereby increasing market share
and bottom
line results
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