It was my friend’s birthday yesterday. To give him a surprise, I ordered a choco lava cake from a newly opened bakery in our vicinity.
NB: This is an article from eZee Absolute
Upon receiving the cake, I found that it was a strawberry cheesecake. So, as any of us would have done, I called the bakery and complained about the incorrect order.
The bakery’s owner noted my complaint and ensured to take corrective action about it. After half an hour, I was informed that they were sending two choco lava cakes to compensate for the earlier miss.
Now two things are worth noticing here –
- The wrong order ruined my customer experience
- The apology gift increased my customer satisfaction
See, I was upset about the cake I got earlier, but receiving the new ones made me happy. This incident was a compelling factor in making me a loyal customer of the bakery.
I would even recommend it to my friends.
The hospitality industry also works on these two verticals – Guest experience and guest satisfaction.
In this blog, we will dig deeper to understand guest satisfaction in hotels.
What is guest satisfaction in hotels?
Guest satisfaction in hotels is the measurement of how happy and satisfied your guests are with your products and services. It depends on three Q’s: Quality, Quantity and Quickness.
Let me explain this to you with the help of a scenario. You booked a stay at a hotel. Upon reaching there, you are allocated a suite room with a view of the magnificent Pacific Ocean.
The room is well spacious, ventilated, and filled with ample amenities to make your stay a comfortable one. Even the room service and housekeeping are lightning-fast.
With the above scenario, you can say that you had quite a satisfactory stay. Your experience was good and it was worth the investment.
Let’s reverse the entire case. What if the room is small and missing essential amenities? How would you feel if the services are as slow as molasses? I am sure you would be disappointed.
So, you can see that the quality, quantity, and quickness of a hotel’s services do leave an impact on guest satisfaction in the hospitality industry.
How is this measured in hotels?
Measuring guest satisfaction in hotels isn’t rocket science. All you need to look at is your hotel’s reviews and ratings.
You can assess guest satisfaction in two ways:
