Design a “Customer Satisfaction Questionnaire” for the following service industry: Hotel.

HOTEL

Design a “Customer Satisfaction Questionnaire” for the following service industry: Hotel.

1. How often do you visit hotel annually?

a. Once a year

b. Thrice a year

c. Occasionally

d. Not so often

2. What are the specific reasons behind your visit or short stay in a hotel?

a. Family vacation lodging

b. Business official trips lodging

c. Dining out in restaurant & Bars run by the Hotel management

d. Recreation facilities, etc.

3. When you go for looking a hotel, what types of facilities do you or any of your friends, family members and colleagues prefers?

a. 2 Star hospitality facilities

b. 4 Star facilities

c. 5 Star/Luxury Hospitality Services

d. Don’t often look at any of these standards

4. What do you look for in a hotel in any case, be it 2, 3 & 5 Star hospitality services?

a. Customer Services

b. Good Food, Restaurants & Bars

c. Room Space, Hygiene, Privacy, Location

d. Luxury Services, Brands etc.

5. Do you prefer that XYZ hotel and its location should be in reach of your needs?

a. Absolutely

b. Depends

c. Not at all

6. Are Portering and general services in XYZ hotel at par with your expectation?

a. Yes

b. No

7. If No, which areas do you think lacks/ is missing in the overall porter/ general operational services in XYZ hotel?

a. Room Services not efficient

b. Lack of Staff Responses in attending to guests calls, immediately

c. Help Desk for Immediate Assistance

d. Unfriendly Environment, lounge centres, etc.

8. Which services do you prefer apart from the basic rooms accommodation, while you lodge/pay a short visit in hotel XYZ at the end of your travelling?

a. Specialized Porter Services

b. Catering services, Restaurants & Bars

c. Pleasant Hospitality Environment

d. Recreation Centers.

9. From the following Hospitality Services above, which combination of the services do you prefer when lodging in XYZ hotel?

a. 24×7 Porter Services & Pleasant Hospitality Environment

b. Catering & Recreation Centers

c. Parking Facilities & Security

d. A Well Accommodated Rooms Spaces & Well Illuminated Surrounding

10. Apart from the above combo-services, what do you think should be included/ is missing from XYZ list of hospitality services for its Guests?

a. Casinos

b. Adventure park for Children’s

c. A Well stocked Bars

d. Massages Centers

11. Do you think XYZ hotel services is at par with your expectation overall?

a. Yes

b. No

12. If No, Which particular area of General operational services do you like to see changes the next time you visit XYZ hotel or its parent company elsewhere?

a. Effective Porter Services

b. Recreation centers

c. Integrated Lodging Facilities

d. Great Food, Refined Menu & Additional Restaurants

13. During your stay in XYZ Hotel, did you come across anything in particular that you will like to see changes in the coming times?

a. Yes

b. No

14. If yes, what are those areas you would like to recommend for improvement in services overall?

a. Immediate attendance to guest query and complaints

b. Security of baggage and other valuable

c. Effective communication of staff

d. Improve room services & Catering

15. How do you rate the overall services provided by XYZ Hotel in the following scales of 1 to 5

a. 1- Excellent

b. 2- Very good

c. 3- Good

d. 4- Needs improvements in Services overall

e. 5- Bad/ Far below expectation

16. Will you prefer/ like to recommend XYZ hotel and its services to your friends and colleagues?

a. Yes

b. No.

17. What is the reason behind your recommending XYZ Hotel or otherwise?

a. Excellent general Porter Services

b. Effective Management and customer Services

c. Well mannered Staff Member, Good Food, Cozy & Hygienic Environment

d. Cost Factors

18. Will you like to revisit our Hotel ?

a. Yes

b. No

19. If yes, what types of employment and professional profession do you practice at present?

a. Self employed

b. Services Industry

c. Professionals: like Doctor, Engineer, and Teacher. (Please select one each) ………………

20. In which age group do find yourself most suited from the following?

a. 18- 20 yrs

b. 21-25 yrs

c. 30- 45

d. 45 yrs and above

We highly appreciate your taking time out in filling the survey above, which will assists XYZ hotel and its management to look into matters that needs immediate attention, so as to provide the best available services to your needs in times to come.

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We hope that during your short stay in XYZ Hotel, homely comfort was experienced by you. In cases where any other matter arises, please feel free to give us your feedbacks, apart from the survey form, so that XYZ hotel can bring about the best available services as per your comments in the spaces provided below.

Thank you.

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