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Hidden Nuggets of Gold in Your Guest Satisfaction Measurement System
Jay Lewis (Founder , MarketScope Global Technologies, LLC)
Location: Rooms 222/223
VIP All Access Pass, Conference Pass, Cruise Line Pass, Speaker Pass
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Destinations, Entertainment & Amusements, Food & Beverage, Hotel Operations, Information Technology, Retail / Retail Services, Ship Services
Explore how you can enhance your guest satisfaction measurement system and use/interpret your survey data to build a better future guest experience. Our industry expert will share insights on how you can improve your overall satisfaction measurement system including a review of critical “outcome” questions, examining the right number of items to be measured, and best practices for proper coding for both electronic and paper survey instruments. The session also discusses how to interpret rating trend lines over time, SWOT analysis and examines ratings by item and passenger characteristics.