Measurement of guest satisfaction

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Measurement of guest satisfaction

MEASUREMENT OF GUEST SATISFACTION IN THE  FOOD SERVICE INDUSTRY

The most frequent compliments                            The most frequent complaints

1. Quality of service                                              1. Quality of service

2. Food quality / method of                               2. Availability of parking

3. Helpful attitude of employees                     3. Traffic congestion at hotel

4. Cleanliness of establishment                       4. Helpful attitude of employees

5. Size of portions                                                5. Price of drinks, meals & services

6. Neatness of establishment                           6. Food quality / method of preparation

7. Employee appearance                                   7. Reservation  system

8. Beverage quality ( alcoholic,                       8. Noise Level

          including wine )

9. Quantity of service                                        9. Spaciousness of property

10. Responsiveness to complaints                  10. Quantity of service