Customer Satisfaction Survey and Service Improvement Plan
About the Client
Hospitality company – a renowned brand in India
A renowned company in hospitality and providing service apartments. They manage many hotels, apartments, and studios. They focus on Japanese customers and businessmen working in India.
Project Overview
We proposed to conduct a Customer Satisfaction Survey and Service Improvement Plan to out client. We chose Gurgaon because it is a dynamic city and there are many our guest staying with family for a long time. It means they are importants customer who could eveluate services and give us their opinion for service improvement. We conducted the survey with +100 people who participated to answer the questionaire.
Challenges
Language Barriers:
The company may need to overcome language barriers in order to understand customer’s need and respond in a right way. This may require hiring staff/ marketing agency with language skills to conduct market research. Because most of Japanese residents prefer speaking Japanese and Japanese wifes find difficulty to communicate in English.
Cultural Differences:
The company may need to have a strong understanding of Japanese culture. They do not understand essetital services for Japanese. This may require extensive market research and service improvement efforts.
Solution
We conducted the survey with 100 people who participated to answer the questionnaire.
Our Goal:
The goal of conducting a customer survey is to achieve the following objectives:
1. Measure customer satisfaction: The survey will help us gauge the level of satisfaction of our customers with our products or services. By understanding how satisfied or dissatisfied our customers are, we can identify areas of improvement and take corrective action where necessary.
2. Identify common issues: Through the survey, we can gather feedback from customers on the common issues they face while using our products or services. This will help us prioritize our efforts in addressing these issues and improving the overall customer experience.
3. Gain customer insight: The survey will provide us with valuable insights into our customers’ needs, preferences, and behaviors. This information can be used to enhance our existing products or services, as well as to develop new ones that better meet the needs of our customers.
4. Find solutions: By analyzing the survey results, we can identify the root causes of any issues or challenges our customers are facing and develop effective solutions to address them. This will help us improve our products or services and strengthen our relationships with our customers.
Research object:
Survey subjects: Foreigner Customers are staying with us in apartments, and studios for the long term.
Market Research Report Overview:
This market research report aims to provide insights into the performance of Ahuja Residency in the hospitality industry. The report covers various aspects of the customer experience, including apartment conditions, housekeeping services, customer service, maintenance services, and accounting services. In addition, We analyzed common issues, and guest suggestions and gave Marketing solutions to improve the client’s services.
Survey Method: The survey was conducted using both qualitative and quantitative research methods. For qualitative research, individual interviews and observations were conducted to gain a deeper understanding of the customer experience. For quantitative research, face-to-face interviews were conducted using open-ended, closed, and Likert scale questionnaire questions with a sample size of 100 customers.
Primary and Secondary Sources: The primary data for this report was collected through interviews, observations, and questionnaires. Secondary sources of data include the data and information of CRM customers provided by our client.
Questionnaire Questions: The questions covered various aspects of the customer experience, including apartment facilities, housekeeping services, customer service, maintenance services, and accounting services.
Result
The primary goal of a customer satisfaction survey is to assess how satisfied customers are with our client’s services, to identify common issues, to gain customer insights, and to improve services. Based on the results of the survey, it is very essential to improve the housekeeping service and to increase punctuality in the workplace. The research helps our clients to have a better understanding of their customers, improve services, and enhance the overall customer experience.
We proposed a Marketing plan to turn satisfied guests into loyal guests and to draw new guests ( increased 20% ) through a marketing promotion campaign and online marketing activities.We proposed to give VIP cards, resident cards with many benefits, a promotion campaign for reference, and good reviews on third-party sites.
