Analyzing Customer Feedback at Canary Wharf Hotel: A Report

This report examines the customer feedback system implemented by the Canary Wharf Hotel, a three-star establishment in London. It explores various methods used to gather customer opinions, including comment cards, online surveys, and personal interviews. The report analyzes the strengths and weaknesses of each method, highlighting how the hotel can identify and address service quality issues. It also offers suggestions for improvement, such as implementing online services, enhancing customer care, and establishing effective communication channels. The report concludes by emphasizing the importance of customer feedback and service quality in driving business success and provides a framework for the hotel to monitor, control, and improve its service offerings.

Table of Contents
INTRODUCTION ..........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Customer feedback system......................................................................................................1
Suggestions.................................................................................................................................5
CONCLUSION................................................................................................................................6

INTRODUCTION
Customer feedback is the professional term in which business will get opinion from many
people regarding various services offered by organisations. Therefore, they can easily identify
loopholes in their products and services in effective manner. In this context, present report is
based on The Canary Wharf Hotel which is a three-star hotel established in London since 2000
AD. The hotel facilitate to provide several facilities to their customer and employees but various
issuers are being faced by organisation. In order to Identify various solution for business
problems , present report covers importance of managing and measuring service quality.
Furthermore, it includes customer feedback system framework which can be used by the
organisation to monitor, control and improve their service quality.
MAIN BODY
1. Customer feedback system
Comment cards
Within Canary Wharf Hotel, Different methods are being adopted by manager in order
to analysis their service quality in systematic way. This method provides customers an
opportunity to share their experience of visiting hotel and provide feedback regarding
improvement in services (GUEST COMMENT CARD FOR WEST INN & SUITES, 2017). With
this regard, the enterprise can use following card in order to take feedback from their clients:
On scale 1 to 5 what rating they would like to give to Canary Wharf Hotel services:
Name:
Street:
City
State:
Telephone No.
Date:
1 2 3 4 5
Overall thought regarding organisation
Attitude of employees
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Looks of The Canary Wharf Hotel
Level of comfort
Quality of the services
Quality of the food
Value for the money
Would you like to suggest something towards the chosen business
services______________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________
Online feedback
In order to Obtain online feedback, The Canary Wharf Hotel can observe views of
different customers in effective way. Online feedback assist organisation in making effective
decisions .There are 5 best ways which can be used by selected Food industries such as Surveys,
Feedback boxes, Reach out directly.In addition to this, online survey can also be conducted
through sending email to several customers asking questions about organisation’s services. In
this context, following questionnaire can be implemented at workplace of the chosen business:
Name:
Age:
Gender:
1. Staff members of The Canary Wharf Hotel are friendly with you:
 Extremely friendly
 Quite friendly
 Moderately friend
 Not at all friendly
2. Staff members are polite with you ?:
 Yes
2

 No
 Can't say
3. Staff members were possessing professional qualities or not?
 Super professional
 Quite professional
 Moderately professional
 Fairly professional
unprofessional
4. How quickly s employees check in process?
 Very quick
 Quite quick
 Moderate quick
 Slightly quick
 Not quick
5. How clean room of The Canary Wharf Hotel upon the arrival?
 Super clean
 Quite clean
Somewhat clean
 Slightly clean
 Unclean
6. Staff properly clean to the rooms
 Yes
 No
 Cannot say
7. Overall equipment is well developed or not?
 Yes
 No
 Cannot say
8. How concierge helpful to staying in the hotel?
 Extremely helpful
 Very helpful
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 Moderately helpful
 Slightly helpful
 Not at all helpful
9. How are you pleased with quality of food offered at hotel?
 Extremely pleased
 Quite pleased
 Moderately pleased
 Slightly pleased
 Not pleased
From the above, survey, it can be stated that The Canary Wharf Hotel can easily conduct
examination and has determined the effective results in their operations and functions. In this
way, customer provides their views which is very important in aspect of business unit. With the
help of this feedback, improvement can be made in systematic way with defining effective
activities.
Personal interviews
In Canary Wharf Hotel, personal interview is the another echnique which could be
undertaken on order to analyse the effectiveness of services offered by organisation. ,This
method helps in resolving various issues faced by enterprises. Due to poor services, customer
facing many issues at workplace of the cited firm. .In Canary Wharf hotel the customer have to
stand in queue for long period in order to get services., it creates big impact on the business
profits and revenue. Customers are valuable source, so that company need to conduct various
process to gather effective information and market research as well. Further, staff members
performances quite low so that it direly creates impact on the chosen hotel industry.
However, manager of hotel also check trip advisor once in a month so that it create
instruct to employees to refer any customer complaints directly to them. Further, waiter of The
Canary Wharf Hotel also acts as is it not their problems to speak with managers. Therefore, it
creates negative impact on the management teams and customer as well. In this context,
interview can be conducted in the chosen hotel industry and following questions can be asks
from them:
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Name:
Age:
Gender:
1. In which situation you are dissatisfied in The Canary Wharf Hotel ?
2.Are you easily able to interact with different age of people who belong to different
background?
3. Have you seen the hotel with your friend, family and other people?
4. Are you comfortable with large crowds?
5. Staff really hard to accommodate wedding guest?
6. There is large time of wait to check in?
7. Front desk always engaged in the hotel?
8. Waiter not understand the issues and problem of yours?
9. Any other issue die you face in the chosen hotel?
From the above questions, personal interview can be conducted in c appropriate manner .
In this aspect, The Canary Wharf Hotel can ask several questions from their customers.
Therefore, different perception can be taken from them towards same products and services.
Therefore, it will assist enterprise in gathering information through the chosen organisation will
easily reduce their issues and problems. Moreover, implementation of different suggestions by
customers can be enhance in the selected hotel.
Suggestions
From the above analysis, The Canary Wharf Hotel get different views from the
customers. It assists to enhance productivity and outcomes in order to enhance services of the
organisation.
Implementation of online services: In this way, The Canary Wharf Hotel should
implement booking of online services in the business. Therefore, it will helpful to make products
and services development in global market. This is because, internet is continuously increasing
day by day so that online offer services helps to make touch with customers. It includes online
booking, customer care, improvement in services, etc.
Effective customer care: With respect to know about the serving customer need, care
also needed in systematic way at workplace of The Canary Wharf Hotel. When customer coming
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to the hotel, waiter, manager and many other people should know about their requirement within
the business. Management need to adopt policy which remind to employees that customers are
most valuable assets so that business need to treat them very well. If they are not treating them
well, competition will be goes high.
Set up the proper communication channel: Communication is the ideal requirement in
each business. Therefore, hotel has responsibility to implement work flow that ensure
management always require touch with employees and customers. In addition to this, personal
contact also needed
CONCLUSION
From the above report, it can be concluded that service quality and customer feedback are
two main important function. In this context, present report is based on Canary Wharf Hotel has
provided organisation various methods and techniques to deal with various problems .
Furthermore, report has explained the three-different system for obtaining feedback such as
report card, online feedback from clients and individual customer interview. In this way,
business taking their customer view to enhance effective services at workplace.
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