Visitors of resort hotels are normally getting questionnaire form at the last day of their stay – the one that asks to indicate if you are satisfied with the service level, quality of meals, swimming pools and many other things (the more expensive is the hotel the bigger the list is). Several times I’ve seen 2+ page questionnaires – all put under ‘help us serve you better’ sauce. The thinking I have in such times: please don’t waste my time asking to do homework with estimating the service by numbers of criteria. I’m having vacation here and have my own long to-do list. C’mon this is the last day of my trip and I still haven’t purchased souvenirs for my family and friends. I’ve seen some happy campers returning such maintenance along with the keys while they leave, however I always skip that (guess that the majority of regular travelers do the same). Those regular travelers are the most valuable customers: who will come again if they are satisfied, spend their vacation budget and pass the word around similar folks.
Now the solution to this could be use of ‘Thank you for your stay letter’ with the questionnaire form with the SINGLE question: Would you use our services again? YES/NO. Simple as that, takes 3 seconds to check the right box, doesn’t distract visitors and supplies the statistics to the management. Besides this is the role of management team to decide which service areas are worth improving and polishing. Customer cannot determine this, especially when important customers are passing this voting mechanism. Seeing if the customers are satisfied generally (e.g. 95% of visitors staying for a week stated that they would like to return in future). Those figures can be shared with the employees as well on weekly meetings as an immediate indicator of progress achieved. Very easy and that’s why powerful concept.
The management can even put this statistics on the web site and what’s more an established hotel review directory or tourist portal can launch a widget displaying such stats and allowing hotels to put on their web sites. As a result of this: a. visitors will be able to reply to the questionnaire online b. managers will upload all results stated in papers c. employees, managers, visitors will be able to see real stats online d. hotels will engage their audiences better e. online service providing this widget will get targeted traffic and free advertisement on the web sites on the hotels. Feel free to use this concept and make life of travelers better – fits perfect for established travel/holiday web portals. Our web development department will be happy to assist with the widget development if needed.
Tags: hotel management, hotel questionnaires, resort hotels
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