 | |  |
|
|
Guest Research, Inc. has been measuring our guest satisfaction year-round for five years.
They developed for us a unique management tool that helps our entire organization and each
department know how well we are performing through the eyes of our guests, and creates an
ongoing process for continuous improvement. We use it year-round, measuring the satisfaction
of not only day and overnight skiers, but also our summer guests visiting our Mountain Adventure
Park or attending an overnight conference. Importantly, the online survey results are provided
to us real time in an online Management Reporting System – the heart and brains of the feedback
system, enabling us to make adjustments to our service delivery almost immediately. The focus
of the ratings is unique, tracking Net Promoter Scores, Promoter percentages and Demoter/Detractor
percentages. Their research and analysis have been critical to the increases we have achieved
in guests satisfaction levels, repeat and referral business and revenues, which are the best
tests of the effectiveness of their system.
|
|
|
|
Brian H. Fairbank, CEO, Jiminy Peak Mountain Resort
|
|
|
|
| |
Our Skier Satisfaction Research is uniquely designed with one purpose in mind: to provide
the necessary feedback to help ski resorts and lodging properties increase their revenues
and profits. This is achieved by increasing skier satisfaction, which, in turn, boosts repeat
business, referral business and skier expenditures.
Developed and refined with our ski industry partners over the past five years, skier feedback
is collected using a self-administered, online survey that is customized for each client.
Importantly, both the satisfaction ratings and skier comments are reported real-time in a
comprehensive online Management Reporting System ("M.R.S."). This real-time feedback enables
you to respond immediately to any problems identified by guests.
The M.R.S. tracks not only Net Promoter Scores, but also "Promoter" percentages and "Demoter"
or "Detractor" percentages. These measurements support the development of initiatives to either
increase the Promoter percentages, decrease the Demoter percentages, or both. Clients who
have utilized the research to guide their product and service enhancements have enjoyed significant
increases in their Net Promoter Scores, revenues and profits.
The research is typically conducted year-round using seasonal surveys, with seasonal, analytical
roll-up reports provided.
To ensure maximum benefit is received from the research, our services include complimentary
consultative support. As an option, the satisfaction data may be utilized in "Satisfaction
Drivers Analyses" to identify the key drivers or determinants of overall satisfaction, as
well as satisfaction with different components of the guest experience. Increasing the ratings
for these key Drivers will generate the largest gains in overall satisfaction.
For a more complete presentation of the features and benefits of our research and to schedule
a system demonstration, please contact us at 303-488-9808.
|
|
|