What Factors Affect Hotel Customer Satisfaction?

Customer satisfaction is a measure of customer satisfaction. Samples are often obtained through random surveys, and the corresponding results are obtained using the weighted average method based on customer scoring data for specific satisfaction indicators. Customer satisfaction management is a marketing management strategy that emerged in the 1990s. It not only requires understanding of the satisfaction of external customers, but also of internal customers, that is, the satisfaction of employees, in order to reveal the problems in the creation and delivery of customer value And explore, analyze and resolve these issues with the goal of achieving comprehensive customer satisfaction. ^[1]

Customer satisfaction

1. Customer satisfaction is inevitable for economic development

2. Customer satisfaction is an inevitable result of the popularization of the people-oriented concept

3. Customer satisfaction is the eternal pursuit of the company

What does a customer satisfaction survey bring to a business?

93%

The methods, contents and channels of how to collect customer satisfaction information are provided in IS09004: 2000 8.2.1.2.

There are many ways to gather customer satisfaction information, including verbal and written. Enterprises should determine the best way to collect information based on the purpose of the information collection, the nature of the information, and the funding. There are 7 ways to collect customer satisfaction information:

1. Customer complaints

2. Direct communication with customers

3 Questionnaires and surveys

4 Closely followed groups

5. Consumer organization reports

6. Reports from various media

7. Results of industry research

The standard requires that the enterprise should plan the collection of customer satisfaction information, determine the responsible department, and specify the collection method, frequency, analysis, countermeasures and follow-up verification.