Customer satisfaction survey

Customer satisfaction is at the core of human experience, reflecting our liking of a company’s business activities. The best customer satisfaction surveys measure how products and services supplied by a company meet, exceed or fall short of customer expectation.

Customer satisfaction surveys help you confirm what your customers like, dislike or what they would like to see improved. The fastest way to improve is by listening and then acting on what your customers really want. High levels of customer satisfaction are strong predictors of customer retention, customer loyalty, and product repurchase. Effective businesses focus on creating and reinforcing positive experiences to retain existing customers and add new customers. Proper timing of customer satisfaction surveys depends on the type of product or service provided, the type and number of customers served, the longevity and frequency of customer/supplier interactions, and the intended use of the results.

Here are three very different approaches for measuring customer satisfaction: -Post-purchase evaluations - Periodic satisfaction surveys -Continuous satisfaction tracking

Each customer satisfaction survey can produce meaningful and useful results and is appropriate for different situations, uses and needs. Front office workers and their duties

The front office is the heart of a hotel. Its functions include reservations, check-in and check-out, guest and concierge services, as well as an accounting component. Standard operating procedures are routinely followed and serve as a guide to maintaining adequate revenue and consistency in service levels in an effort to create repeat business. A hotel's standard front office operating procedures will address everything from the appearance of employee uniforms to making guest reservations at local theaters. These procedures are crucial to a hotel’s continued financial viability. Common problems and the ways of dealing with them.The Receptionist must find a resolution for the customer. Customers very often think their issue will not be resolved unless they shout, scream and threaten the representative of the organisation. These unfortunate actions are now commonly used due to decades upon decades of poor commitment and a lack of interest from organisations and representatives when dealing with customer’s issues. Customers just want solutions to their issue. They want to receive understanding from the representative and feel valued by the organisation. There is so much opportunity for organisations and receptionists to overcome customer’s issues and turn them in to loyal customers for the future. Check-out procedures

Each hotel has its own policies that govern guest check-out procedures. The check-out time is posted on the back of the hotel room door and must be obeyed unless guests want to risk being charged for another day's residency. Patrons may request a later check-out time, which is granted at the discretion of management. When guests are ready to check out, they simply approach the front desk, request their itemized bill and pay their balance. Customer feedbackCustomer feedback is paramount when determining a customer's needs and tastes, particularly when a business introduces new products. Companies conduct focus groups, in-person research or customer phone surveys to determine the product features, flavors or styles that consumers want. Customer feedback helps companies determine what's important to their customers, according to The Calgary Beacon article "9 Great Reasons To Conduct Customer Surveys." Without customer feedback, a company could not possibly meet the product needs of the consumer. Consequently, its products would likely fail in the marketplace. Customer feedback also allows companies to better understand how customers rate and use their products versus competitive products. It is vital in determining where a company's products and services excel or fall short compared to alternatives on the market. For example, customers may like the performance of one company's faucets but predominantly favor a competitor's faucets because for their style. The feedback would suggest that the first company should add some stylish faucets to its product line.

Date: 2015-12-17; view: 971