Customer Service Questionnaire Results and Recommendations for Bishop's Gate Hotel

This presentation presents the results of a customer service questionnaire for Bishop's Gate Hotel, showing high customer satisfaction rates and preferences. It also provides recommendations for improving customer perception and increasing brand loyalty. The presentation suggests strengthening customer service skills, improving customer interaction, and enhancing customer service strategies.

CUSTOMER
SERVICE

QUESTIONNAIRE
1. Are you satisfied with the service
provided by Bishop’s Gate hotel?
Options Number of responses Total customers Response %
Very satisfied 20 50 40%
Satisfied 15 50 30%
Neutral 8 50 16%
Dissatisfied 5 50 10%
Very dissatisfied 2 50 4%

QUESTIONNAIRE
:
From the above graph, it could be observed that
the customer satisfaction rate of Bishop’s Gate
Hotel is comparatively higher. Most of the
customers have said that the service provided by
the hotel is better. Only a few customers are not
satisfied with the service provided by the hotel.

QUESTIONNAIRE
2. Do you prefer Bishop’s Gate hotel
than other hotels?
Options Number of responses Total customers Response %
Yes 30 50 60%
No 20 50 40%

QUESTIONNAIRE
From the above graph, it could be observed that most of
the customers prefer Bishop’s gate hotel than any other
hotels due to the quality of service provided by the
hotel. Few customers have not chosen the hotel as their
first preference. Therefore, the hotel should improve the
service quality for increasing customer preference rate.

QUESTIONNAIRE
3. How far do you agree that CRM
plays an important role in customer
retention?
Options Number of responses Total customers Response %
Strongly agree 10 50 20%
Agree 15 50 30%
Neutral 12 50 24%
Disagree 9 50 4.32%
Strongly disagree 4 50 8%

QUESTIONNAIRE
From the above graph, it could be observed that
most of the customers agree to the point that CRM
plays an important role in retaining the customers
within the organisation. According a very few
customers, CRM does not have importance in
retaining the valuable customers.

QUESTIONNAIRE
4. What according to you are the
factors that help the hotel to
increase brand loyalty?
Options Number of responses Total customers Response %
Customer service 25 50 50%
Advertisement 10 50 20%
Product quality 15 50 30%

QUESTIONNAIRE
From the above graph, it has been observed that
according to most of the customers quality of
customer service is the main factor that helps in
increasing brand loyalty among customers.
According other customers, advertising and product
quality are also the factors that help in increasing
brand loyalty.

QUESTIONNAIRE
5. What according to you would be
the possible recommendations for
the hotel to improve customer
perception?
Options Number of responses Total customers Response %
Improve product or
service quality
26 50 50%
Improve customer
service
15 50 30%
Provide discount on
services
9 50 18%

QUESTIONNAIRE
From the above graph, it has been observed that most of
the customers have recommended Bishop’s gate Hotel to
improve their quality of products as well as services better
than earlier. Some customers recommend the hotel that
improving customer service operations would be helpful for
the organisation. According to another range of customers,
the hotel would also provide discount to the valuable and
regular customers for improving their satisfaction level and
improving their perception towards the hotel.

ROLE PLAY
Customer service manager: Good Morning Sir…. How may I help You??
Customer: Good Morning… Thank You!!! I am good and has been enjoying the service
offered by your organisation
Customer service manager: Ohh... that's great to hear…. I hope you have not facing
any type of problems in your stay!!!
Customer: Ohhh.. no no… I am really good and happy with the services…
Customer service manager: Sir, as you are our valuable customer, I would like to
provide you with an offer, which is exclusively for you. There is a cocktail bar in our
hotel, we offer you free services in the bar for your entire stay if you come to our hotel
this month.
Customer: Ohh… thank you so much for the offer. I am glad that your hotel has
valued my presence this much. I would surely love to experience the offer. I would
surely visit your hotel this month as I have a meeting nearby
Customer service manager: It is our pleasure Sir, that you have accepted our offer.
Consider informing me regarding any type of issues faced during your stay
Customer: Yes surely… Thank You!!!
Customer service manager: Have you been satisfied with the service provided by
our hotel staff during your stay??
Customer: NO sir… I have not experienced any issue during my entire stay… I must
say that you have a great staff. They are really very efficient in providing service. I
would surely prefer Bishop’s gate hotel than any other hotels in this area.
Customer service manager: Thank You Sir… It is our pleasure that you have liked
our service. Kindly let me know if I can help with anything else.
Customer: Thank you…
Customer service manager: Sir here is the bill.. Let me know if there is any problem
with the bill
Customer: Thank You… everything is absolutely ok with the bill… I should take your
leave now… and I would surely visit your hotel.. Bye
Customer service manager: Sure Sir… Have a Good day. Bye

REVIEWING OWN
PERFORMANCE
Being a customer service manager of Bishop’s
Gate service, I have always tried to provide
customers with the best quality of customer
service. I have been connecting with the
customers and reviewing their requirements
and expectations periodically. The employees
have been provided with effective training
programs so that they are able to provide
quality services to the customers.

RECOMMENDATI
ONS
Strengthening skills of customer service: It is very
important for Bishop’s Gate hotel to strengthen the skills of
the customer service team, so that they are able to provide
better service to the customers. The customer service team
should have enough patience, empathy and consistency in
themselves so that they are able to handle various types of
customers. They should be able adapt themselves with any
type of situations as they are required to deal with various
types of customers. They should be able to deal with various
types of conflicts that might arise with complete patience.
Their knowledge and skills should be increased through
training programs.
Improve customer interaction: The employees should
have effective skills to interact with the customers directly or
indirectly. The customer service representatives should be
able to identify common grounds of interests among the
customers, which would help in reducing conflicts with the
customers. They should also be a good listener to the
requirements of the customers.
Enhancing strategies of customer service: The
strategies of customer service should be improved. The
customer service representatives should interact with the
customers effectively and know about their perceptions