CUSTOMER SERVICE RESPONSE

The charts below show the results of a questionnaire that asked visitors to the Parkway Hotel how they rated the hotel's customer service. The same questionnaire was given to 100 guests in the years 2005 and 2010

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The two bar charts compare clients’ evaluation of the help desk of the Parkway Hotel in two different years 2005 and 2010

It is clear that overall customer satisfaction increased considerably from 2005 to 2010. While most hotel guests rated customer service as satisfactory or poor in 2005, a clear majority described the hotel’s service as good or excellent in 2010.

Looking at the positive responses first, in 2005 only 5% of the hotel’s visitors rated its customer service as excellent, but this figure increased fivefold in 2010, to 28%. Furthermore, while only 14% of guests described the hotel’s service as good in 2005, only about one-third of the percentage of people gave this rating five years later

Turning to the negative rating and neutral, in a five-year period, there was a significant decrease in the proportion of people who rated the hotel’s client service as satisfactory from 48% to only 17%. Similarly, the percentage of responses very poor and poor fell by 11% and 9% respectively in 5 years.