QUESTIONNAIRE

Dear Sir/Madam I am carrying out a survey on customer satisfaction in hotel industry.Please take a few minutes to fill the following questionnaire.All data collected are valuable and will be kept confidential.Thank you. Name: Age: Sex: Occupation:

1. How do you rate the quality of the rooms and interiors? Excellent Good Moderate Bad Very bad

2. How do you rate on their location convenience? Excellent Good Moderate Bad

3. How do you rate delivery on time performance and commitment to meet your service expectations? Excellent Good Moderate Bad Very bad

4. How do you rate the responsiveness of the staff? Excellent Good Moderate Bad Very bad

5. Did their responsiveness help you? Save time Increase efficiency

Provide the necessary information that you were looking for 6. How do you rate the politeness, consideration and friendliness of the staff and approach of the contact person in dealing with you? Excellent Good Moderate Bad Very bad

7. Express the training and etiquettes of the staff? Excellent Good Moderate Bad Very bad

8. How do you rate the professionalism in dealing with your query/issue? Specify if any in particular. Excellent Good Moderate Bad Very bad

9. Rate the Approachability and ease of contact of the staff? Excellent Good Moderate Bad Very bad

10. Evaluate their performance on error free check in/check out procedures? Excellent Good Moderate Bad Very bad

11. How would you rate your satisfaction with the following aspects of the services you have received or accessed? Very satisfied Quality of services provided Professionalism and courtesy of staff Timeliness of services provided Your awareness of this service 12. The following questions pertain to the representative who addressed you. Please indicate whether you agree or disagree with the following statements (Strongly agree, Agree, Neutral, Disagree, Strongly disagree) The representative was very courteous .. The customer service representative was very knowledgeable .. The representative handled queries quickly .. Satisfied Unsatisfied Very unsatisfied Not sure

13. Rate their value for total cost? Very economical Economical Moderate Expensive Very expensive

14. How would you rate the business efficiency facilities provided? ( Wi-fi ,ISD facilities) Excellent Good Moderate Bad Very bad

15. Are the user manuals provided at the property helpful? Yes No

16. Does the staff provide help in arranging additional travel or any such services? Yes No

17. Does the staff provide help in arranging additional travel or any such services? Yes No

18. Would you like to experience the Holiday packages which helps top plan weekends/holidays? Yes No Maybe

19. Evaluate the operating hours on the basis of convenience and flexibility? Excellent Good Moderate Bad Very bad

20. How would you rate the food and hygiene? Excellent Good Moderate Bad Very bad

21. What is your opinion about the cuisine served and the service? Excellent Good Moderate Bad Very bad

22. How do you value the food in terms of cost? Very economical Economical Moderate Expensive Very expensive

23. Did they provide any service innovation or customization? Yes No Maybe

24. Compare your stay to any of your experience during your stay at a hotel? Excellent Good Moderate Bad Very bad

25. Would you like to return to on your next visit? Yes No Maybe

26. What would make you return? Professionalism and service Economical stay Home away from home experience personalized care and attention

27. Would you recommend to other business associates? Yes No Maybe

28. How do you rate the overall quality of relationship? Very satisfied Satisfied Neutral Dissatisfied Very Dissatisfied