澳洲代写-客户反馈系统的问卷访谈工具

澳洲代写-客户反馈系统的问卷访谈工具，可以使用不同的工具来设计客户反馈系统。问卷访谈是一种工具的形式，在这种工具中，问题作为访谈的形式被询问给客户(一些前台级别的非正式内容也构成了访谈)(Lewis, and Mitchell, 1990)。简单的问题，如顾客是否满意他们在酒店的住宿可以包括在内。问卷也可以以打印的表格的形式，以非口头形式提供给客户填写并在前台传递。或者，客户可以选择在方便的时候邮寄问卷卡，也可以选择在线调查。把调查问卷放在前台的好处是，顾客因此，他们的回答将更准确地反映他们的满意度水平。

A customer feedback system is required to improve service quality. It is hence recommended that the management of the Hotel work on a customer feedback system. The feedback system would check some basic tenets, which are 1) The quality being delivered meets customer needs, 2) the feedback that is obtained will be helpful for continuous improvement and 3) the service quality benchmarks could be set by means of the customer feedback itself.

Different tools can be made use of for designing the customer feedback system. The questionnaire interview is a form of tool where questions are asked to the customer as an interview (something informal at the front desk level would also constitute an interview) (Lewis, and Mitchell, 1990). Simple questions like if the customer is satisfied with their stay at the hotel could be included. A questionnaire could also be presented non-verbally in the form of a printed out sheet for customer to fill and pass on at the front desk. Alternatively, the customer could be given the choice to mail in a questionnaire card at their convenience or could also be asked to take an online survey. The advantage of having the questionnaire presented at the front desk is that the customer. Their answers would hence more accurately reflect their satisfaction levels. It is hence recommended to the management that they present the questionnaire to the customer at the checkout process to ensure the customer feedback is recorded as soon as the service delivery ends (Kang et al, 2002). A combination of feedback systems could also be made use of in order to ensure the customers are given a range of choices in which they could record their feedback (Gaster, 1995; Gronroos, 1982; Brown and Bond, 1995).

Service quality from external encounters is just as important as what quality is assured within the Hotel. Using the SERVQUAL it can be said that the service gaps identified based on the five dimensions of the tool connect both the external and the internal service quality chain (Parasuraman et al, 1993; Gabbie, and O’Neill, 1996). Consider for instance elements from the external service encounter such as the marketing achieved by word of mouth. From one old customer to another, the new potential customer would then expect the same service encounter that the old (or existing customer) states as being available at the Hotel. The Hotel must hence be able to assure service guarantee. Service guarantee means the hotel would be able to assure the customer of meeting their service expectations as well as it was met before (or in a more improved way) in future (Asubonteng, McCleary, and Swan, 1996; Brooks et al, 1999). The service is hence expected to be consistent and reliable for the future.

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