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The Roy Morgan Accommodation Satisfaction Monitor

Track and compare your performance in the competitive hospitality market.

As an accommodation provider, how do you measure customer satisfaction with your services? What levels of service do your customers really expect? Do business patrons differ from leisure guests in their satisfaction levels? How do your customers rate your hospitality against your competitors?

A more thorough understanding of your customer’s needs can help you deliver a better quality experience and greater satisfaction that can give your business a critical competitive edge.

Do you measure up?

Conducting surveys is often mistakenly thought to be relatively simple, however correctly gathering, measuring and interpreting the results often requires specialised expertise, especially if you want to benchmark yourself against other providers.

Roy Morgan Research, one of the world’s most experienced market research companies, has developed a global online solution to understanding patron satisfaction across sectors.

The Accommodation Satisfaction Monitor survey is based on a standard set of core questions which your patrons will find quick and easy to complete.

Service attributes measured include:

Interaction Quality

• Having friendly and courteous staff
• Staff being helpful
• Knowledge of staff
• Check in experience

Physical Environment Quality

• Quality and comfort of the room
• Cleanliness of the room
• Adequate room facilities (mini bar, hairdryers etc)
• Availability of extra hotel facilities (restaurant, gym etc)

Outcome Quality

• Fast and efficient service
• Room facilities in good working order
• Overall experience of staying at the hotel
• Value for money

View your business in a broad travel context.

The survey also monitors general travel behaviour to further understand the dynamics of your patrons and how this may impact on their experience with your establishment:

• Whether business or leisure traveller
• Nights stayed
• Travel party
• If and how booked
• How first found out about hotel
• Why chose to stay at this hotel
• Whether ever visited before
• Recommendation & repeat visitation

Click here to view our on-line demonstration: http://www.surveys.roymorgan.com/surveys/074454/

For further details contact:

Jane Ianniello — International Director of Tourism, Travel & Leisure — Roy Morgan Research

Office: +61 7 3318 7000    Facsimile: +61 7 3318 7097    Mobile: +61 423 024 412    Email: Jane.Ianniello@roymorgan.com

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