Summary of Customer Satisfaction Survey
The following comments have been collated from a recent Customer Satisfaction Survey.
Survey Aim
The aim of this survey was to determine the level of satisfaction for our corporate customers. Our corporate customers are the customers who use the products and services of our B&Bs for corporate functions.
Survey Audience
50 corporate customers received the survey. 40 customers responded by returning the survey fully completed.
The customers were taken from a cross section of businesses. All of the survey respondents used B&B Online more than four times in the past 12 months.
The survey
Our Service
How would you rate your level of satisfaction in these areas:
Rate your response as
1. Very satisfied
2. Satisfied
3. Some room for improvement
4. Dissatisfied
5. Very dissatisfied
1 / 2 / 3 / 4 / 5Overall Professionalism / 12 / 15 / 2 / 7 / 4
General Efficiency / 20 / 8 / 10 / 2
Product Knowledge / 10 / 12 / 10 / 5 / 3
Telephone Manner / 20 / 8 / 10 / 2
Efficiency of Accounts Department / 2 / 2 / 5 / 16 / 15
Efficiency of the Operators / 12 / 10 / 15 / 3
Our Internet site / 8 / 10 / 20 / 2
General comments
Accounts department often make simple account errors on our statements
Accounts department do not follow up on enquiries
The telephone manner of your operators is always courteous
Your customer service operators are always efficient and aware of their product
Your internet site needs more development to include a very comprehensive B&B list.
Our B&Bs
How would you rate your level of satisfaction in these areas:
Rate your response as
1. Very satisfied
2. Satisfied
3. Some room for improvement
4. Dissatisfied
5. Very dissatisfied
1 / 2 / 3 / 4 / 5The diversity of choices / 12 / 15 / 11 / 2
Geographical locations / 4 / 8 / 18 / 8 / 2
Conference facilities / 10 / 20 / 7 / 1 / 2
Sporting facilities / 20 / 15 / 5
Meals / 25 / 8 / 7
Accommodation / 10 / 15 / 8 / 5 / 2
Service / 10 / 12 / 10 / 6 / 2
Management / 10 / 13 / 10 / 5 / 2
General Comments
More diverse geographical locations, especially the wine areas
We would like more B&Bs to visit in wine growing areas
Meals, when catering for larger groups, which must be difficult are excellent
Breakfasts should be served, or given the option to be served much earlier than 7.30 am. Often we need to start very early to fit everything in during the day.
Sporting facilities are always well used by us
It is very convenient having good conference facilities for smaller groups
Our Reservation System
How would you rate your level of satisfaction in these areas:
Rate your response as
1. Very satisfied
2. Satisfied
3. Some room for improvement
4. Dissatisfied
5. Very dissatisfied
1 / 2 / 3 / 4 / 5Overall Efficiency / 5 / 6 / 9 / 20
Our Account Statement / 9 / 6 / 3 / 20 / 2
Our Billing Policy / 20 / 15 / 5
Relationship with your Account Manager / 20 / 15 / 5
General Comments
I have an excellent relationship with the manager of my account
The standard of service received on my account is excellent
The statement of account has been incorrect on the last two occasions
Sometimes, we have to call back several times to sort out booking and account arrangements. This is not terribly efficient. Some parts of your operation need to be more streamlined…particularly your accounts department.
Customer Service Survey 3
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