文华东方顾客满意度调查表MO Sanya GASEQ.doc

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1、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 th

2、e 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 t

3、ake 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

4、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 QualityExc

5、ellent1Very 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 f

6、or 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/porter

7、sd. Speed of registratione. Friendliness of registration stafff. Helpfulness of Concierge serviceg. Quality of hotel orientation upon arrival h. Timeliness of luggage delivery to your roomi. Message handling upon registration3. ACCOMMODATIONExcellentVery GoodGoodFairPoor12345a. How would you rate th

8、e overall quality of ACCOMMODATION?a1. Overall quality of room furnishingb. Cleanlinessc. Television channel d. Quality of housekeepinge. Efficiency of room attendant/butler servicef. Amenities (stationery, hangers, etc.)g. The working environment in the roomh. Water pressurei. Quality of turndown s

9、ervice4. HOTEL STAFFExcellentVery GoodGoodFairPoor12345a. How would you rate the overall quality of HOTEL STAFF?b. Our courtesy and friendlinessc. Our helpfulness to youd. Our enthusiasm and commitment for our worke. Our responsiveness to you f. Our ability to anticipate your needsg. Our effectivene

10、ss in dealing with your requests h. Our communication skillsi. Our level of professional grooming5. CHECK OUTExcellentVery GoodGoodFairPoor12345a. How would you rate the overall quality of YOUR DEPARTURE?b. Accuracy of the accountc. Speed of check outd. Courtesy of cashiere. Timeliness of luggage pi

11、ckup after your callf. 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 transfer16m. Yi Yang13Please confirm list of services/facilities/F&B outlets highlighted in yellow and add

12、any others if applicable6b. Room service26n. Mee & Mian146c. Valet/Laundry36o.MO Blues156d. Communication systems (Phones, emails, etc.)46p. Breeze166e. Fitness centre 56q. 176f. Swimming pool66r. 186g. Beauty salon 76s. 196h. The Spa86t. 206i. Fresh96u. 216j. Pavilion106v. 226k. Sunset bar116w. 236

13、l. Wave126x. None of the above24Note: 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 qualit

14、y of.ExcellentVery GoodGoodFairPoor123457a. Airport transfer8a. Room service9a. Valet/Laundry10a. 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 applica

15、ble 13a Swimming pool14a. Beauty salon15a. The Spa16a. Fresh17a. Pavilion18a. Sunset bar19a. Wave20a. Yi Yang21a. Mee & Mian22a. MO Blues23a. Breeze24a. 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 follo

16、wing 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

17、 airport representativec. Courtesy of airport representatived. Efficiency of hotel representativee. Timeliness of hotel car pick-upf. Comfort and cleanliness of hotel carg. Courtesy of driver/chauffeurh. Ease of finding hotel cari. Drivers attentiveness to your needs8. How would you rate ROOM SERVIC

18、E in terms of.ExcellentVery GoodGoodFairPoor12345b. Accuracy of order-takingc Timeliness of serviced. Quality of foode. Temperature of food & beveragef. Menu variety g. Friendliness of serviceh. Value for money9. How would you rate VALET/LAUNDRY in terms of.ExcellentVery GoodGoodFairPoor12345b. Time

19、liness of serviced. Attention to detaile. Quality of presentationf. Value for money10. How would you rate COMMUNICATION SYSTEMS in terms of.ExcellentVery GoodGoodFairPoor12345b. Efficiency of telephone operatorc. Courtesy of telephone operatord. Message deliverye. Mail/fax deliveryf. Voice mailg. E-

20、mail/Internet facilitiesh. Telephone service charges12. How would you rate the FITNESS CENTER in terms of.ExcellentVery GoodGoodFairPoor12345b. Cleanliness and hygiene of changing roomc. Helpfulness and knowledge of staffd. Variety of fitness equipmente. Quality of fitness equipmentf. Size of facili

21、ty13. How would you rate the SWIMMING POOL in terms of.ExcellentVery GoodGoodFairPoor12345a. Cleanliness and hygiene of the pool waterb. Helpfulness and knowledge of staffc. Size of swimming poold. Cleanliness and hygiene of the changing roomf. Quality and variety of food and beverage14. How would y

22、ou rate the BEAUTY SALON in terms of.ExcellentVery GoodGoodFairPoor12345b. Hours of operationc. Cleanliness and hygiene standardsd. Friendliness of staffe. Quality of treatment/servicef. Variety of treatments/services offeredg. Quality of consultation with stylist15. How would you rate THE SPA in te

23、rms of.ExcellentVery GoodGoodFairPoor12345a. Quality of reservation call prior to your spa visitb. Quality of greeting and check in upon arrival at the spac. Clear explanation of treatment program and its therapeutic value provided by the spa concierged. Ambiance of the treatment room (music, temper

24、ature and aroma)e. Quality of consultation and treatmentf. Quality of changing room, wet and public areas16. How would you rate (insert F&B outlet name) in terms of.ExcellentVery GoodGoodFairPoor12345b. Quality of food & beverageStandard drill down questions for F&B outlets.c. Staffs serviced. Atmos

25、pheree. Value for moneyf. Quality of the restaurant design22. How would you rate (insert name of bar) in terms of.ExcellentVery GoodGoodFairPoor12345b. Quality of food & beverageStandard drill down questions for bar.c. Staffs serviced. Atmospheree. Value for moneyf, Quality of bar designg. Quality o

26、f music or entertainment24b. How would you rate Ban Sam Lang Crafts Village in terms of.ExcellentVery GoodGoodFairPoor12345a. WelcomeCustomized drill down questions for specific facilities for reference please advise which set to use for each specific facilityb. Friendliness of staffc. Appeal of atm

27、osphered. Interest levele. Available informationf. Activities24c. How would you rate Cultural Tour in terms of.ExcellentVery GoodGoodFairPoor12345a. Politeness & manners of guideb. Ease of scheduling a tourc. Knowledge of guided. Information providede. Interest level24d. How would you rate library i

28、n terms of.ExcellentVery GoodGoodFairPoor12345a. Welcome / Introduction to facilitiesb. Helpfulness of staffc. Books / Magazines collectiond. DVD / CD collectione. Internet24e. How would you rate Lanna Kids Club in terms of.ExcellentVery GoodGoodFairPoor12345a. Information provided upon arrivalb. Co

29、urtesy of staffc. Professionalism of staffd. Kids activities offeringse. Childs enjoyment of activitiesf. Facilities / Environmentg. Ease of scheduling activities24f. How would you rate Kad Dhara Shopping Village in terms of.ExcellentVery GoodGoodFairPoor12345a. Variety of productsb. Quality of prod

30、uctsc. Courtesy of staffd. Environment24g. How would you rate Oriental Culinary Academy in terms of.ExcellentVery GoodGoodFairPoor12345a. Quality of the class and recipesb. Class durationc. Atmosphered. Teacher knowledgee. Value for moneyOVERALL MEASURES25. PRICEVery low pricedLow pricedModerateHigh

31、 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 provide

32、d 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 AgreeAgreeNeit

33、her Agree Nor DisagreeDisagreeStrongly Disagree12345a. Is a warm and welcoming hotelb. Is a prestigious hotelc. Is a well-managed hoteld. Anticipates guests needse. Shows care and concern for guestsf. Is a luxury hotel28. COMMITMENTWith respect to your feelings toward Mandarin Oriental, Sanya and it

34、s 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 a

35、re 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

36、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 ano

37、ther 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.