文华东方顾客满意度调查表MO Sanya GASEQ.doc

Mandarin Oriental, SanyaGuest Satisfaction Survey (W920)Navigation InstructionsHow to complete our questionnaireThank you in advance, for kindly taking the time to complete our questionnaire.To make this as simple as possible please follow these steps:1. Please maximize your screen by clicking on the box found in the top righthand side corner, to the left of the cross; it will be easier to read.2. The screen would be easier to see when using screen resolution 1024 x 768, if you cannot see the questionnaire properly, we suggest modifying your screenresolution via your control panel.3. It will take approximately 5-10 minutes to complete the questionnaire. The survey is entirely confidential, if you wish to read our privacy policy please click here (link to policy). For further assistance, please contact us at mandarinoriental.Thank you.OVERALL EXPERIENCE & SERVICES USEDThe purpose of this survey is to ask your opinion on various aspects of your stay and services provided to you by Mandarin Oriental, Sanya on your LAST VISIT. Please answer each question by moving the cursor to the circle which best describes how you feel. Then click on that circle to make it dark l. Overall QualityExcellent1Very Good2Good3Fair4Poor51. How would you rate the overall quality of Mandarin Oriental, Sanya as a resort? ¡¡¡¡¡SATISFACTION WITH SERVICES AND FACILITIESThe following questions relate to the services and facilities provided by Mandarin Oriental, Sanya. Please indicate your level of satisfaction for each service or facility that you experienced on your LAST VISIT to the hotel.Note: Reception, Accommodation, Hotel Staff & Check Out will be asked to every guest. 2 RECEPTIONExcellentVery GoodGoodFairPoor12345a. How would you rate the overall quality of RECEPTION?¡¡¡¡¡c. Courtesy of bell staff/porters¡¡¡¡¡d. Speed of registration¡¡¡¡¡e. Friendliness of registration staff¡¡¡¡¡f. Helpfulness of Concierge service¡¡¡¡¡g. Quality of hotel orientation upon arrival ¡¡¡¡¡h. Timeliness of luggage delivery to your room¡¡¡¡¡i. Message handling upon registration¡¡¡¡¡3. ACCOMMODATIONExcellentVery GoodGoodFairPoor12345a. How would you rate the overall quality of ACCOMMODATION?¡¡¡¡¡a1. Overall quality of room furnishing¡¡¡¡¡b. Cleanliness¡¡¡¡¡c. Television channel ¡¡¡¡¡d. Quality of housekeeping¡¡¡¡¡e. Efficiency of room attendant/butler service¡¡¡¡¡f. Amenities (stationery, hangers, etc.)¡¡¡¡¡g. The working environment in the room¡¡¡¡¡h. Water pressure¡¡¡¡¡i. Quality of turndown service¡¡¡¡¡4. HOTEL STAFFExcellentVery GoodGoodFairPoor12345a. How would you rate the overall quality of HOTEL STAFF?¡¡¡¡¡b. Our courtesy and friendliness¡¡¡¡¡c. Our helpfulness to you¡¡¡¡¡d. Our enthusiasm and commitment for our work¡¡¡¡¡e. Our responsiveness to you ¡¡¡¡¡f. Our ability to anticipate your needs¡¡¡¡¡g. Our effectiveness in dealing with your requests ¡¡¡¡¡h. Our communication skills¡¡¡¡¡i. Our level of professional grooming¡¡¡¡¡5. CHECK OUTExcellentVery GoodGoodFairPoor12345a. How would you rate the overall quality of YOUR DEPARTURE?¡¡¡¡¡b. Accuracy of the account¡¡¡¡¡c. Speed of check out¡¡¡¡¡d. Courtesy of cashier¡¡¡¡¡e. Timeliness of luggage pickup after your call¡¡¡¡¡f. Assistance in departure process, car transfer, taxis, etc.¡¡¡¡¡6. Which of the following hotel services or facilitates did you use during your LAST VISIT? UsedUsed6a. Airport transfer1¡6m. Yi Yang13¡Please confirm list of services/facilities/F&B outlets highlighted in yellow and add any others if applicable6b. Room service2¡6n. Mee & Mian14¡6c. Valet/Laundry3¡6o.MO Blues15¡6d. Communication systems (Phones, emails, etc.)4¡6p. Breeze16¡6e. Fitness centre 5¡6q. 17¡6f. Swimming pool6¡6r. 18¡6g. Beauty salon 7¡6s. 19¡6h. The Spa8¡6t. 20¡6i. Fresh9¡6u. 21¡6j. Pavilion10¡6v. 22¡6k. Sunset bar11¡6w. 23¡6l. Wave12¡6x. None of the above24¡Note: Only for those services/facilities used, the overall questions will pop up for guests to fill in.Please indicate your level of satisfaction with each service or facility that you have experienced on your LAST VISIT the hotel.How would you rate the overall quality of.ExcellentVery GoodGoodFairPoor123457a. Airport transfer¡¡¡¡¡8a. Room service¡¡¡¡¡9a. Valet/Laundry¡¡¡¡¡10a. Communication systems (Phones, emails, etc.)¡¡¡¡¡12a. Fitness centreSimilar to the previous comment, please confirm list of services/facilities/F&B outlets highlighted in yellow and add any others if applicable ¡¡¡¡¡13a Swimming pool¡¡¡¡¡14a. Beauty salon¡¡¡¡¡15a. The Spa¡¡¡¡¡16a. Fresh¡¡¡¡¡17a. Pavilion¡¡¡¡¡18a. Sunset bar¡¡¡¡¡19a. Wave¡¡¡¡¡20a. Yi Yang¡¡¡¡¡21a. Mee & Mian¡¡¡¡¡22a. MO Blues¡¡¡¡¡23a. Breeze¡¡¡¡¡24a. ¡¡¡¡¡25a. ¡¡¡¡¡26a. ¡¡¡¡¡27a. ¡¡¡¡¡28a. ¡¡¡¡¡29a. ¡¡¡¡¡30a. ¡¡¡¡¡Note: For each of the above rated Good, Fair or Poor, the corresponding drill-down section will be asked.In the following areas, you rated your level of satisfaction as good, fair or poor, please indicate your level of satisfaction for each specific aspect of these services or facilities on your LAST VISIT.7. How would you rate your AIRPORT TRANSFER in terms of.ExcellentVery GoodGoodFairPoor12345b. Ease of finding airport representative¡¡¡¡¡c. Courtesy of airport representative¡¡¡¡¡d. Efficiency of hotel representative¡¡¡¡¡e. Timeliness of hotel car pick-up¡¡¡¡¡f. Comfort and cleanliness of hotel car¡¡¡¡¡g. Courtesy of driver/chauffeur¡¡¡¡¡h. Ease of finding hotel car¡¡¡¡¡i. Driver's attentiveness to your needs¡¡¡¡¡8. How would you rate ROOM SERVICE in terms of.ExcellentVery GoodGoodFairPoor12345b. Accuracy of order-taking¡¡¡¡¡c Timeliness of service¡¡¡¡¡d. Quality of food¡¡¡¡¡e. Temperature of food & beverage¡¡¡¡¡f. Menu variety ¡¡¡¡¡g. Friendliness of service¡¡¡¡¡h. Value for money¡¡¡¡¡9. How would you rate VALET/LAUNDRY in terms of.ExcellentVery GoodGoodFairPoor12345b. Timeliness of service¡¡¡¡¡d. Attention to detail¡¡¡¡¡e. Quality of presentation¡¡¡¡¡f. Value for money¡¡¡¡¡10. How would you rate COMMUNICATION SYSTEMS in terms of.ExcellentVery GoodGoodFairPoor12345b. Efficiency of telephone operator¡¡¡¡¡c. Courtesy of telephone operator¡¡¡¡¡d. Message delivery¡¡¡¡¡e. Mail/fax delivery¡¡¡¡¡f. Voice mail¡¡¡¡¡g. E-mail/Internet facilities¡¡¡¡¡h. Telephone service charges¡¡¡¡¡12. How would you rate the FITNESS CENTER in terms of.ExcellentVery GoodGoodFairPoor12345b. Cleanliness and hygiene of changing room¡¡¡¡¡c. Helpfulness and knowledge of staff¡¡¡¡¡d. Variety of fitness equipment¡¡¡¡¡e. Quality of fitness equipment¡¡¡¡¡f. Size of facility¡¡¡¡¡13. How would you rate the SWIMMING POOL in terms of.ExcellentVery GoodGoodFairPoor12345a. Cleanliness and hygiene of the pool water¡¡¡¡¡b. Helpfulness and knowledge of staff¡¡¡¡¡c. Size of swimming pool¡¡¡¡¡d. Cleanliness and hygiene of the changing room¡¡¡¡¡f. Quality and variety of food and beverage¡¡¡¡¡14. How would you rate the BEAUTY SALON in terms of.ExcellentVery GoodGoodFairPoor12345b. Hours of operation¡¡¡¡¡c. Cleanliness and hygiene standards¡¡¡¡¡d. Friendliness of staff¡¡¡¡¡e. Quality of treatment/service¡¡¡¡¡f. Variety of treatments/services offered¡¡¡¡¡g. Quality of consultation with stylist¡¡¡¡¡15. How would you rate THE SPA in terms of.ExcellentVery GoodGoodFairPoor12345a. Quality of reservation call prior to your spa visit¡¡¡¡¡b. Quality of greeting and check in upon arrival at the spa¡¡¡¡¡c. Clear explanation of treatment program and its therapeutic value provided by the spa concierge¡¡¡¡¡d. Ambiance of the treatment room (music, temperature and aroma)¡¡¡¡¡e. Quality of consultation and treatment¡¡¡¡¡f. Quality of changing room, wet and public areas¡¡¡¡¡16. How would you rate (insert F&B outlet name) in terms of.ExcellentVery GoodGoodFairPoor12345b. Quality of food & beverage¡¡¡¡¡Standard drill down questions for F&B outlets.c. Staff's service¡¡¡¡¡d. Atmosphere¡¡¡¡¡e. Value for money¡¡¡¡¡f. Quality of the restaurant design¡¡¡¡¡22. How would you rate (insert name of bar) in terms of.ExcellentVery GoodGoodFairPoor12345b. Quality of food & beverage¡¡¡¡¡Standard drill down questions for bar.c. Staff's service¡¡¡¡¡d. Atmosphere¡¡¡¡¡e. Value for money¡¡¡¡¡f, Quality of bar design¡¡¡¡¡g. Quality of music or entertainment¡¡¡¡¡24b. How would you rate Ban Sam Lang Crafts Village in terms of.ExcellentVery GoodGoodFairPoor12345a. Welcome¡¡¡¡¡Customized drill down questions for specific facilities for reference please advise which set to use for each specific facilityb. Friendliness of staff¡¡¡¡¡c. Appeal of atmosphere¡¡¡¡¡d. Interest level¡¡¡¡¡e. Available information¡¡¡¡¡f. Activities¡¡¡¡¡24c. How would you rate Cultural Tour in terms of.ExcellentVery GoodGoodFairPoor12345a. Politeness & manners of guide¡¡¡¡¡b. Ease of scheduling a tour¡¡¡¡¡c. Knowledge of guide¡¡¡¡¡d. Information provided¡¡¡¡¡e. Interest level¡¡¡¡¡24d. How would you rate library in terms of.ExcellentVery GoodGoodFairPoor12345a. Welcome / Introduction to facilities¡¡¡¡¡b. Helpfulness of staff¡¡¡¡¡c. Books / Magazines collection¡¡¡¡¡d. DVD / CD collection¡¡¡¡¡e. Internet¡¡¡¡¡24e. How would you rate Lanna Kids Club in terms of.ExcellentVery GoodGoodFairPoor12345a. Information provided upon arrival¡¡¡¡¡b. Courtesy of staff¡¡¡¡¡c. Professionalism of staff¡¡¡¡¡d. Kids activities offerings¡¡¡¡¡e. Childs enjoyment of activities¡¡¡¡¡f. Facilities / Environment¡¡¡¡¡g. Ease of scheduling activities¡¡¡¡¡24f. How would you rate Kad Dhara Shopping Village in terms of.ExcellentVery GoodGoodFairPoor12345a. Variety of products¡¡¡¡¡b. Quality of products¡¡¡¡¡c. Courtesy of staff¡¡¡¡¡d. Environment¡¡¡¡¡24g. How would you rate Oriental Culinary Academy in terms of.ExcellentVery GoodGoodFairPoor12345a. Quality of the class and recipes¡¡¡¡¡b. Class duration¡¡¡¡¡c. Atmosphere¡¡¡¡¡d. Teacher knowledge¡¡¡¡¡e. Value for money¡¡¡¡¡OVERALL MEASURES25. PRICEVery low pricedLow pricedModerateHigh pricedVery high priced12345How would you rate the total bill you paid for your last stay at Mandarin Oriental, Sanya compared to similar hotels in Sanya? ¡¡¡¡¡26. VALUEExtremely good value for moneyVery Good valueGood valueMarginal valuePoor value for money123453. Considering the overall quality provided for guests at Mandarin Oriental, Sanya, in relation to the total bill paid, how would you rate the value offered by Mandarin Oriental, Sanya? ¡¡¡¡¡27. IMAGEFor each statement, please indicate how strongly you agree or disagree that the statement describes Mandarin Oriental, SanyaStrongly AgreeAgreeNeither Agree Nor DisagreeDisagreeStrongly Disagree12345a. Is a warm and welcoming hotel¡¡¡¡¡b. Is a prestigious hotel¡¡¡¡¡c. Is a well-managed hotel¡¡¡¡¡d. Anticipates guests' needs¡¡¡¡¡e. Shows care and concern for guests¡¡¡¡¡f. Is a luxury hotel¡¡¡¡¡28. COMMITMENTWith respect to your feelings toward Mandarin Oriental, Sanya and its facilities and services, please indicate how strongly you agree or disagree with the following statements.Strongly AgreeAgreeNeither Agree Nor DisagreeDisagreeStrongly Disagree12345a. If you were in Sanya, it would matter a lot to you if you could not stay at Mandarin Oriental, Sanya.¡¡¡¡¡b. When you are in Sanya, your most preferred hotel is Mandarin Oriental, Sanya.¡¡¡¡¡29. BEHAVIORAL INTENTION Extremely likelyVery likelySomewhat likelyNot very likelyNot at all likely12345a. Assuming that you visit Sanya again, how likely would you be to return to Mandarin Oriental, Sanya on your next trip? ¡¡¡¡¡b. If a colleague, friend and acquaintance asked you to recommend a hotel in Sanya, how likely would you be to recommend Mandarin Oriental, Sanya?¡¡¡¡¡c. If you were traveling elsewhere in the world and there was a Mandarin Oriental hotel in the area, how likely would you be to stay at this hotel rather than another hotel?¡¡¡¡¡MORE COMMENT ABOUT Mandarin Oriental, Sanya29a.Do you have any further comments, opinions or suggestions that would help the hotel management and staff to improve service to guests?Please tell us more about any aspects of your visit which you felt were fair, poor or simply below your expectations.