Guest Satisfaction Measurement & Diagnostics

 

Guest Research, Inc. has been providing detailed feedback to our management staff for three years. Never before were we able to benchmark ourselves against like properties in such detail, or to understand as clearly the key rating trends. The reports are clear and actionable, providing the tools we need to focus our staff on the improvements of importance to our guests. Guest Research has acted as a partner throughout the process, offering suggestions and remaining flexible and patient as we asked for more reports and "drill down" information to make the data more significant and actionable for each operation and its management staff. We depend on Guest Research and their reports not only in each of our hotel and condominium properties, but to track our dining, activities, and meeting planning services as well. Without Guest Research and the tools they provide us, we would have been unable to make - and measure - significant improvements in guest satisfaction in such a timely and efficient manner.

 

 

Tim Patterson, while Vice President of Hospitality, Keystone Resort

 

 

 

The foundation of any good listening or feedback program is a comprehensive guest satisfaction measurement and diagnostic system. Such a system must (1) measure the satisfaction of a representative sampling of guests; (2) accurately measure guest satisfaction with all relevant aspects of the guest experience, overall and by key customer and demographic segment; (3) provide the diagnostic information to address specific areas needing improvement; and (4) benchmark the property's performance to that of similar-quality properties. Above all, it must provide actionable information, not simply ratings that, alone, are of limited value.

Hannah Marketing's guest satisfaction research system is offered by Guest Research, Inc., our marketing research division. The research has been carefully designed to meet each of the above requirements. It is the most comprehensive, independent feedback system in the industry, with its value having been proven time and time again. Not simply a mini-survey, it is for those independents that are truly serious about guest satisfaction and guest retention.

The research utilizes self-administered surveys, either online or paper; with online surveys, performance ratings and guest comments are provided real time in a state-of-the-art Online Management Reporting System. Rating scales are typically either 5-point or 10-point, and Net Promoter Scores are provided. The unique design of the surveys ensures high response rates. To ensure maximum benefit is received from the research, the services include complimentary consultative support.

Our research can be a critical measurement component of a comprehensive, Integrated Quality Assurance System that includes performance standards, guest service training and mystery shopper inspections.

 
 

Click here to view our Integrated Approach to Quality Assurance
 

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