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Assignment question sample of SITXCCCS014 - Provide Service to Customers

Complete the table about feedback methods:

  • Describing how each method can be used to collect data
  • Identifying an example of feedback you can collect from customers using each method.
  1. 1
  2. 2

Hospitality Assignment Sample

Q1:

Answer :

Feedback Method

How the Method is Used to Collect Data

Example of Feedback Collected from the Method

Survey

Surveys are typically used to collect data from a larger group of customers using structured questions, either in paper or online formats. These surveys can focus on customer satisfaction, service quality, or product feedback.

A survey sent to guests after their stay asking about their experience, such as "How satisfied were you with the cleanliness of your room?"

Interviews

 

Interviews involve one-on-one conversations, either in person or via phone, where customers provide detailed feedback on their experiences. Interviews can be open-ended, allowing customers to elaborate on their thoughts.

 

An interview with a guest who had a special request during their stay, asking for feedback on how the hotel handled their needs.

Structured questioning

 

This method uses a series of predefined questions to gather specific feedback. The questions are usually consistent across all participants to allow for easier comparison.

 

Asking guests to rate specific services, such as "How would you rate the efficiency of our check-in process on a scale of 1 to 5?"

Observation

 

Observation involves watching customer behaviours, interactions, and reactions during their visit. This method helps gather non-verbal feedback and insights into customer satisfaction.

 

Observing a customer’s body language during a dining experience to see if they are satisfied with the service, such as looking content or impatient.

Casual discussion

 

Casual discussions are informal conversations with customers where they share their opinions or experiences without a structured format. This method can occur during regular interactions, such as at checkout or over coffee.

 

A casual conversation with a customer during checkout where they mention, "I really enjoyed the breakfast, but the room could have been cooler."