CUSTOMER SATISFACTION QUESTIONNAIRE HOTEL: NAME OF THE OUTLATE: DATE: GENDER:

NAME OF CUSTOMER: AGE:

I would be grateful if you could spare a few minutes to complete this Customer Satisfaction Questionnaire to help me to know the desired level and expected level of customer satisfaction for my project. Please tick the appropriate box to indicate degree of satisfaction. Where: 1= Excellent 2= Good 3= Satisfactory 4= Poor TOPIC RESPONSIVENESS: How do you rate their responsiveness in dealing with you? 1 2 3 4 COMMENTS/SUGGESTIONS

PROFESSIONALISM: How do you rate this hotels staff in dealing with you?

SERVICE QUALITY: How do you rate services and did they meet your needs and expectations regarding quality and performance? DELIVERY: How do you rate this hotels delivery on time performance and their commitment to meet your delivery expectations? COMPETITIVENESS: How do you rate competitiveness of this hotels services and do they represent best value for total cost that spent by you? QUALITY: How do you rate hotels staff approach to quality management to ensure complete customer satisfaction?

OVERALL: How do you rate this organisation overall considering all the arenas?

QUESTIONS With what reason you visited this hotel?

COMMENTS/SUGGESTION

How many times you visited this hotel? 1-2 ______ 3-4 ______ More than 5 times ________

Are you a regular customer of this hotel? Yes________ No ________

Is there any difference between the services expected by you and the services offered by this hotel? If yes, then what?

Is there any service which you missed during your stay? Which?

What do you like about the services offered by this hotel?

What do you dislike about the services offered or deficient services?

What more do you expect from this hotel to satisfy your requirements more?

Would you like to spend more if extra services provided to you that you want? Yes ________ No ________

Would you like to visit this hotel again if you got the opportunity to visit? Why? Yes ________ No _________

Would you recommend this hotel to others? If no, why? Yes_________ No _________