Mission Statement
We
are committed to holding our position
as
the leading company providing service and market analysis
to
the hospitality industry.
We
will continue to ride the technological cutting edge
in
accumulating and maintaining the hotel industry's
most
comprehensive customer satisfaction and service
standards
database.
We
will always deliver meaningful analyses
enabling
our clients to measure customer needs and quality and
consistency
of service with competitive markets, thereby offering
a
vehicle to increase market share and bottom-line results.
A seventy-two
hour in-house guest survey of hotel facilities,
containing a database of over three thousand guest
contact points. The data compiled is accumulated in our
computer bank to measure the quality and consistency
of service and performance levels in all departments.
- Customer
Perception Analysis (CPA) has proven to be
effective in:
- Measuring
service quality in the hospitality industry,
allowing management the opportunity to instantly
adjust service and product levels to maximize
customer satisfaction promptly.
- Providing an
ongoing monitoring system to track guest
satisfaction levels in various departments of the
hotel and providing management with the mechanism
to compare individual hotel services with those
of its market share competitors.
- Furnishing
management with a vehicle that highlights the
hotel's strengths and weaknesses in relation to a
generic database of hotels monitored in a similar
category.
- Instituting
procedures that allow management to identify
those employees rendering service that meets
or surpasses guest expectations.
- Conducting a
number of cash integrity procedures during
the course of a Customer Perception Analysis to
audit and validate in-house cash control systems.
- Increasing
quality service appreciation for the entire staff
by developing an awareness program mirroring a
hotel's position with customer satisfaction,
thereby increasing market share and bottom
line results.
What We Do
The
Customer Perception Analysis (CPA) has been designed to
monitor performance in the hospitality industry. We offer
you a means to increase market share, maximise profits,
and enhance corporate image.
The CPA
allows management to monitor the actual quality of
service and products experienced or perceived by the
consumer while a guest.
Our
database for a standard CPA tests over 2656 guest contact
points. The data are collected in an in-house survey over
a 72-hour period and then analysed immediately to measure
service and performance levels in all departments. We
provide an in-depth report on your operation's strengths
and weaknesses by department and compare it with your
competitors. You will have access to information on:
Where
your organisation can make adjustments in service
and product to maximise customer satisfaction;
Comparisons
of hotel services with market competitors;
Hotels
strengths and weaknesses;
Verefication/audit
of in-house cash control systems;
Indicators
as to where the bottom-line can be improved.
An
action plan that has extracted all components of
guest service that have obtained less than 20%
guests' satisfaction, the formatting of this plan
allows the management team to adjust and
prioritise the action plan.
Contact Information
New
site under development
Expected
completion March 2004
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