Introduction
Monitoring the service quality is an essential effort for retaining consumers and obtaining good reviews and recommendations.
The tool help SMEs to do that in three simple steps:
1) Access your user account in the platform
2) Copy the link of the questionnaire to be used.
3) Share the link by email with customers after their check-out.
4) Access the results and check progress. Check the results of questionnaire for MONITORING
SERVICE QUALITY
There are six criteria that we have considered as important for service quality and an additional one which reflects the level of satisfaction.
Hereby are the details of variables collected:
1) SERVICE CHARACTERISTICS.
It captures respondents perceptions regarding how pleasant was the service, the quality and comfort of its equipments, the attractiveness of the décor and overall cleanliness.
Questions involve the following items:
• The atmosphere was pleasant.
• The equipments were of good quality.
• The equipments were confortable.
• The decor was attractive.
• It was clean.
2) ENVIRONMENT CONCERN
It captures how respondents perceive your activities regarding the environment.
Questions involve the following items:
• The company environmental activities added very good value.
• This company has more environmental concerns than others of its kind.
• This company is environmentally friendly.
3) RESERVATION PROCESS
It captures respondents´ perceptions regarding the reservation process.
Questions involve the following items:
• The reservation process was simple.
• The information provided about the hotel was clear.
4) TECNOLOGY FOR INNOVATION
It captures respondents evaluation concerning the use of digital resources.
Questions involve the following items:
• It was efficient to do the reservation in the digital platform.
• There was an easy self-checkout.
• There were convenient contactless payment methods available.
5) STAFF
It includes respondents perceptions regarding their interactions with the staff.
Questions involve the following items:
• The staff provided reliable and proper services.
• The staff was able to quickly correct mistakes.
• The staff was well-trained.
• The staff was able to respond to the special needs of the clients.
• The staff was sympathetic and sensitive.
6) SOCIAL AND ECONOMIC SUSTAINABILITY
It captures respondents awareness towards your company current practices concerning the use of local resources.
Questions involve the following items:
• This company serves local food.
• The company promoted local businesses.
• This company was respectful towards the local culture and traditions.
• This company hired local employees.
• The company was inclusive.
7) SATISFACTION
It evaluates respondents´ experience with your company. A simple question will be posed. Results will be enriched by the results obtained in the sentiment analysis.
8) SENTIMENT ANALSYIS
The respondents are asked to write a review as if it was meant to be placed in a reviewing platform.
Their reviews are analysed using sentiment analysis, which are analytical techniques that captured the valance of comments. We know that the more positive are the reviews, the better will be respondents intentions to return and recommend your company to others.
9) DEMOGRAPHICS
Sample size
Gender
Age
Occupation
Education
Current residence