Six Tools for Measuring Service Performance
By Jesse Boles Executive Director of Operations, FreemanGroup | January 08, 2012
With so many measurement tools on the market, it can be difficult to determine which ones are the right solutions for your hotel or property. How do you know which ones you need? How can you combine them in order to get a well-rounded view of the guest experience you're delivering?
In my experience, there are six measurement tools that, when implemented properly, can generate a truly 360-degree view of performance. Below is some information that will help you navigate through your best measurement options and come up with the measurement plan that best suits your organization.
1. Guest Comment Surveys
Guest comment surveys are the most common, and probably most important, measurement tools that a hotelier can employ. The three big picture questions that all guest comment surveys should ask are:
- As a paying guest, do you feel you got a good value for your money?
- How satisfied were you with your experience at our hotel?
- What is the likelihood you will return to our hotel and recommend it to others?
Most everything you ask beyond these three questions should be designed to determine what is driving the responses to these three questions. Your aim is find out what will make the guest perceive greater value. As you develop your survey questions, try to remain focused on what the guests want rather than on the service elements that you, as a manager, would like to see measured. Not all of the service elements that you would like to see measured are going to be in line with what's important to your guests. All guest comment survey questions should focus on the things most likely to influence whether or not a guest will return and recommend.