Task
Assess guest satisfaction, identify service strengths and weaknesses, and determine factors influencing repeat stays and recommendations to others.
What we did
We conducted quantitative research among hotel guests, studying service quality at every touchpoint — from booking and check-in to the stay and check-out. We also assessed perceived value, loyalty, expectation match, and key hotel-choice criteria.
Result
The client received an objective assessment of service quality, identified the most significant satisfaction drivers, and got recommendations for improving guest experience and boosting loyalty.
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