Face to Face interviews were conducted for the leading hotel chain to understand needs of customers during the stay

In

Stellarix was approached by a leading hotel chain to understand the customer satisfaction quotient in their hotel as compared to the others.

Objective

Our client wanted to understand the customer satisfaction quotient, including the reason why they would visit the hotel again, also what all things are needed during the stay by which customer satisfaction quotient can be improved.

Approach

  1. Hotel was visited by our team and important points like ambience, surroundings etc were noted.
  2. Questionnaire was designed to understand the customer satisfaction level.
  3. 120 F2F interviews were conducted with the customers living in hotel to understand their level of satisfaction, reason why they chose to stay in this hotel.
  4. The results were collected from the field team and analyzed.

Outcome

The analyzed results were presented to the client in the form of a power point presentation, with the help of the results client was able to raise the customer satisfaction level.

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