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Not only does Guest Research offer the most comprehensive and functional online reporting system for resorts, but the analytical support they provide us is invaluable; they help us make critical operating, marketing and capital decisions. The survey is customized for our specific needs (and modified when needed) and the online reporting system is easy-to-use, while allowing us to slice and dice the information. In addition, Guest Research functions as our in-house research department for guest and meeting planner satisfaction research, helping us maximize the value of the feedback.
Unlike other research systems, The Guest Research system was designed to accommodate a wide range of lodging options, which is especially important to Amelia Island Plantation because we offer both a traditional hotel and hundreds of condominiums. We are even able to use the research findings with condominium owners to support calls for renovations.
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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.
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