Satisfaction and management of the customer relationship
The satisfaction survey permits the measurement of Quality Expected by guests, namely their assessment of the services provided. This measurement of the Quality Expected by guests, compared with the Quality Provided by the staff, based on the Quality Designed by the Management, makes it possible to reveal differences and to build action plans in order to continue to satisfy guests even further. Our tools are not a simple inventory of the satisfaction which has been measured. Our operational diagnosis allows you to sort, by order of importance, the actions which need to be carried out on the basis of the elements which will ensure the best progression of overall satisfaction.
Also, we are able to compare your performances in terms of customer satisfaction with those of the sector. The MKG index is taken from 300,000 satisfaction questionnaires processed by MKG over the past 5 years (in order to take into account recent trends). Our consolidations are conducted on the common aspects of the different surveys which have been processed, such as overall service, speed of customer management, décor/atmosphere, cleanliness, reception/staff friendliness, overall satisfaction, value for money, intentions to return or to recommend.
Measurement of satisfaction
