《文华东方顾客满意度调查表MO Sanya GASEQ.doc》由会员分享，可在线阅读，更多相关《文华东方顾客满意度调查表MO Sanya GASEQ.doc（12页珍藏版）》请在三一文库上搜索。
1、Mandarin Oriental, SanyaGuest Satisfaction Survey (W920)Navigation InstructionsHow to complete our questionnaireThank you in advance, for kindly taking the time to complete our questionnaire.To make this as simple as possible please follow these steps:1. Please maximize your screen by clicking on th
2、e box found in the top righthand side corner, to the left of the cross; it will be easier to read.2. The screen would be easier to see when using screen resolution 1024 x 768, if you cannot see the questionnaire properly, we suggest modifying your screenresolution via your control panel.3. It will t
3、ake approximately 5-10 minutes to complete the questionnaire. The survey is entirely confidential, if you wish to read our privacy policy please click here (link to policy). For further assistance, please contact us at .Thank you.OVERALL EXPERIENCE & SERVICES USEDThe purpose of this survey is to ask
4、 your opinion on various aspects of your stay and services provided to you by Mandarin Oriental, Sanya on your LAST VISIT. Please answer each question by moving the cursor to the circle which best describes how you feel. Then click on that circle to make it dark l. Overall QualityExcellent1Very Good
5、2Good3Fair4Poor51. How would you rate the overall quality of Mandarin Oriental, Sanya as a resort? SATISFACTION WITH SERVICES AND FACILITIESThe following questions relate to the services and facilities provided by Mandarin Oriental, Sanya. Please indicate your level of satisfaction for each service
6、or facility that you experienced on your LAST VISIT to the hotel.Note: Reception, Accommodation, Hotel Staff & Check Out will be asked to every guest. 2 RECEPTIONExcellentVery GoodGoodFairPoor12345a. How would you rate the overall quality of RECEPTION?c. Courtesy of bell staff/portersd. Speed of reg
7、istratione. Friendliness of registration stafff. Helpfulness of Concierge serviceg. Quality of hotel orientation upon arrival h. Timeliness of luggage delivery to your roomi. Message handling upon registration3. ACCOMMODATIONExcellentVery GoodGoodFairPoor12345a. How would you rate the overall qualit
8、y of ACCOMMODATION?a1. Overall quality of room furnishingb. Cleanlinessc. Television channel d. Quality of housekeepinge. Efficiency of room attendant/butler servicef. Amenities (stationery, hangers, etc.)g. The working environment in the roomh. Water pressurei. Quality of turndown service4. HOTEL S
9、TAFFExcellentVery GoodGoodFairPoor12345a. How would you rate the overall quality of HOTEL STAFF?b. Our courtesy and friendlinessc. Our helpfulness to youd. Our enthusiasm and commitment for our worke. Our responsiveness to you f. Our ability to anticipate your needsg. Our effectiveness in dealing wi
10、th your requests h. Our communication skillsi. Our level of professional grooming5. CHECK OUTExcellentVery GoodGoodFairPoor12345a. How would you rate the overall quality of YOUR DEPARTURE?b. Accuracy of the accountc. Speed of check outd. Courtesy of cashiere. Timeliness of luggage pickup after your
11、callf. Assistance in departure process, car transfer, taxis, etc.6. Which of the following hotel services or facilitates did you use during your LAST VISIT? UsedUsed6a. Airport transfer16m. Yi Yang13Please confirm list of services/facilities/F&B outlets highlighted in yellow and add any others if ap
12、plicable6b. Room service26n. Mee & Mian146c. Valet/Laundry36o.MO Blues156d. Communication systems (Phones, emails, etc.)46p. Breeze166e. Fitness centre 56q. 176f. Swimming pool66r. 186g. Beauty salon 76s. 196h. The Spa86t. 206i. Fresh96u. 216j. Pavilion106v. 226k. Sunset bar116w. 236l. Wave126x. Non
13、e of the above24Note: Only for those services/facilities used, the overall questions will pop up for guests to fill in.Please indicate your level of satisfaction with each service or facility that you have experienced on your LAST VISIT the hotel.How would you rate the overall quality of.ExcellentVe
14、ry GoodGoodFairPoor123457a. Airport transfer8a. Room service9a. Valet/Laundry10a. Communication systems (Phones, emails, etc.)12a. Fitness centreSimilar to the previous comment, please confirm list of services/facilities/F&B outlets highlighted in yellow and add any others if applicable 13a Swimming
15、 pool14a. Beauty salon15a. The Spa16a. Fresh17a. Pavilion18a. Sunset bar19a. Wave20a. Yi Yang21a. Mee & Mian22a. MO Blues23a. Breeze24a. 25a. 26a. 27a. 28a. 29a. 30a. Note: For each of the above rated Good, Fair or Poor, the corresponding drill-down section will be asked.In the following areas, you
16、rated your level of satisfaction as good, fair or poor, please indicate your level of satisfaction for each specific aspect of these services or facilities on your LAST VISIT.7. How would you rate your AIRPORT TRANSFER in terms of.ExcellentVery GoodGoodFairPoor12345b. Ease of finding airport represe
17、ntativec. Courtesy of airport representatived. Efficiency of hotel representativee. Timeliness of hotel car pick-upf. Comfort and cleanliness of hotel carg. Courtesy of driver/chauffeurh. Ease of finding hotel cari. Drivers attentiveness to your needs8. How would you rate ROOM SERVICE in terms of.Ex
18、cellentVery GoodGoodFairPoor12345b. Accuracy of order-takingc Timeliness of serviced. Quality of foode. Temperature of food & beveragef. Menu variety g. Friendliness of serviceh. Value for money9. How would you rate VALET/LAUNDRY in terms of.ExcellentVery GoodGoodFairPoor12345b. Timeliness of servic
19、ed. Attention to detaile. Quality of presentationf. Value for money10. How would you rate COMMUNICATION SYSTEMS in terms of.ExcellentVery GoodGoodFairPoor12345b. Efficiency of telephone operatorc. Courtesy of telephone operatord. Message deliverye. Mail/fax deliveryf. Voice mailg. E-mail/Internet fa
20、cilitiesh. Telephone service charges12. How would you rate the FITNESS CENTER in terms of.ExcellentVery GoodGoodFairPoor12345b. Cleanliness and hygiene of changing roomc. Helpfulness and knowledge of staffd. Variety of fitness equipmente. Quality of fitness equipmentf. Size of facility13. How would
21、you rate the SWIMMING POOL in terms of.ExcellentVery GoodGoodFairPoor12345a. Cleanliness and hygiene of the pool waterb. Helpfulness and knowledge of staffc. Size of swimming poold. Cleanliness and hygiene of the changing roomf. Quality and variety of food and beverage14. How would you rate the BEAU
22、TY SALON in terms of.ExcellentVery GoodGoodFairPoor12345b. Hours of operationc. Cleanliness and hygiene standardsd. Friendliness of staffe. Quality of treatment/servicef. Variety of treatments/services offeredg. Quality of consultation with stylist15. How would you rate THE SPA in terms of.Excellent
23、Very GoodGoodFairPoor12345a. Quality of reservation call prior to your spa visitb. Quality of greeting and check in upon arrival at the spac. Clear explanation of treatment program and its therapeutic value provided by the spa concierged. Ambiance of the treatment room (music, temperature and aroma)
24、e. Quality of consultation and treatmentf. Quality of changing room, wet and public areas16. How would you rate (insert F&B outlet name) in terms of.ExcellentVery GoodGoodFairPoor12345b. Quality of food & beverageStandard drill down questions for F&B outlets.c. Staffs serviced. Atmospheree. Value fo
25、r moneyf. Quality of the restaurant design22. How would you rate (insert name of bar) in terms of.ExcellentVery GoodGoodFairPoor12345b. Quality of food & beverageStandard drill down questions for bar.c. Staffs serviced. Atmospheree. Value for moneyf, Quality of bar designg. Quality of music or enter
26、tainment24b. How would you rate Ban Sam Lang Crafts Village in terms of.ExcellentVery GoodGoodFairPoor12345a. WelcomeCustomized drill down questions for specific facilities for reference please advise which set to use for each specific facilityb. Friendliness of staffc. Appeal of atmosphered. Intere
27、st levele. Available informationf. Activities24c. How would you rate Cultural Tour in terms of.ExcellentVery GoodGoodFairPoor12345a. Politeness & manners of guideb. Ease of scheduling a tourc. Knowledge of guided. Information providede. Interest level24d. How would you rate library in terms of.Excel
28、lentVery GoodGoodFairPoor12345a. Welcome / Introduction to facilitiesb. Helpfulness of staffc. Books / Magazines collectiond. DVD / CD collectione. Internet24e. How would you rate Lanna Kids Club in terms of.ExcellentVery GoodGoodFairPoor12345a. Information provided upon arrivalb. Courtesy of staffc
29、. Professionalism of staffd. Kids activities offeringse. Childs enjoyment of activitiesf. Facilities / Environmentg. Ease of scheduling activities24f. How would you rate Kad Dhara Shopping Village in terms of.ExcellentVery GoodGoodFairPoor12345a. Variety of productsb. Quality of productsc. Courtesy
30、of staffd. Environment24g. How would you rate Oriental Culinary Academy in terms of.ExcellentVery GoodGoodFairPoor12345a. Quality of the class and recipesb. Class durationc. Atmosphered. Teacher knowledgee. Value for moneyOVERALL MEASURES25. PRICEVery low pricedLow pricedModerateHigh pricedVery high
31、 priced12345How would you rate the total bill you paid for your last stay at Mandarin Oriental, Sanya compared to similar hotels in Sanya? 26. VALUEExtremely good value for moneyVery Good valueGood valueMarginal valuePoor value for money123453. Considering the overall quality provided for guests at
32、Mandarin Oriental, Sanya, in relation to the total bill paid, how would you rate the value offered by Mandarin Oriental, Sanya? 27. IMAGEFor each statement, please indicate how strongly you agree or disagree that the statement describes Mandarin Oriental, SanyaStrongly AgreeAgreeNeither Agree Nor Di
33、sagreeDisagreeStrongly Disagree12345a. Is a warm and welcoming hotelb. Is a prestigious hotelc. Is a well-managed hoteld. Anticipates guests needse. Shows care and concern for guestsf. Is a luxury hotel28. COMMITMENTWith respect to your feelings toward Mandarin Oriental, Sanya and its facilities and
34、 services, please indicate how strongly you agree or disagree with the following statements.Strongly AgreeAgreeNeither Agree Nor DisagreeDisagreeStrongly Disagree12345a. If you were in Sanya, it would matter a lot to you if you could not stay at Mandarin Oriental, Sanya.b. When you are in Sanya, you
35、r most preferred hotel is Mandarin Oriental, Sanya.29. BEHAVIORAL INTENTION Extremely likelyVery likelySomewhat likelyNot very likelyNot at all likely12345a. Assuming that you visit Sanya again, how likely would you be to return to Mandarin Oriental, Sanya on your next trip? b. If a colleague, frien
36、d and acquaintance asked you to recommend a hotel in Sanya, how likely would you be to recommend Mandarin Oriental, Sanya?c. If you were traveling elsewhere in the world and there was a Mandarin Oriental hotel in the area, how likely would you be to stay at this hotel rather than another hotel?MORE COMMENT ABOUT Mandarin Oriental, Sanya29a.Do you have any further comments, opinions or suggestions that would help the hotel management and staff to improve service to guests?Please tell us more about any aspects of your visit which you felt were fair, poor or simply below your expectation