Track and analyze guest satisfaction metrics across hotel properties, focusing on guest feedback, service quality indicators, and response effectiveness to maintain high service standards and identify areas for improvement.
Report Objective
Monitor and evaluate weekly guest satisfaction performance across properties, identifying trends in guest feedback, service delivery metrics, and response times to maintain service excellence and drive continuous improvement in guest experience.
Overall Guest Satisfaction Trends
Line chart showing overall satisfaction scores and response rates
Questions to Consider:
How are guest satisfaction scores trending week-over-week?
What is the distribution of ratings across different service categories?
Are there any significant deviations from historical patterns?
How do satisfaction scores vary by property type or location?
What is the week-over-week change in satisfaction scores?
Are there any seasonal patterns in satisfaction levels?
How do current scores compare to our target benchmark?
How effective is our guest feedback collection process?
Are we meeting our response rate targets?
What factors influence response rate fluctuations?
Service Recovery and Response Times
Bar chart displaying response times and resolution rates
Questions to Consider:
What is our average response time to guest complaints?
How effective is our service recovery process?
Which issues are taking longest to resolve?
What percentage of issues are resolved on first contact?
Which issues require the most immediate attention?
Are there specific categories requiring process improvement?
How do response times compare to our service standards?
Which types of issues are we most effective at resolving?
Where do we need to improve our resolution processes?
How does resolution success impact overall satisfaction?
Guest Feedback Analysis
Table showing feedback categories and sentiment analysis
Questions to Consider:
What are the most common types of guest feedback?
How does sentiment vary across different service areas?
Are there recurring themes in negative feedback?
Which departments receive the most positive recognition?
Which areas receive the most guest feedback?
How has feedback volume changed over time?
Are there emerging areas of concern?
Which service areas receive the most positive feedback?
Where are the opportunities for service improvement?
How does sentiment align with overall satisfaction scores?
Areas for Additional Focus
Analyze correlation between response times and final satisfaction scores
Review effectiveness of service recovery protocols by issue type
Evaluate staff performance metrics in relation to guest satisfaction
Assess impact of recent service improvements on satisfaction scores
Compare satisfaction metrics across different property types
Investigate patterns in guest preferences and expectations
Monitor effectiveness of guest communication channels