DATABASE SCIENCES - SURVEY SCIENCE
  • CX
  • Data Science Services
  • Market Research
  • About Us
    • Technology
    • Blog
  • Contact

Feedback Matters

A Closer Look At Guest Expectations

6/28/2016

0 Comments

 
Recently, one of our hotel clients' guests posted the following comment as part of their guest satisfaction survey:

"We come yearly and I have never been disappointed."
In response to the survey question whether their experience exceeded, met, or did not meet expectation, the guest ticked "met". Finally, our scoring algorithm computed 94 (max = 100) for this guest's overall evaluation of their stay.

The point of bringing this up is because it is a real world illustration of a position we put out a few years ago on the idea of expectations. We recently republished the complete text on our blog, but the main idea is that managing expectations can be complicated. On first blush, one might think that if you are not consistently exceeding expectations you are doing something wrong. Think about this though- if your customers expect you to always exceed their expectations, how can you? At the end of the day, our position is that meeting expectations is ok (and our scoring algorithm accounts for this), but understanding what drives those expectations is more important.
0 Comments

    The blog of Database Sciences and its GuestInsight & ListenKeenly services.


    News and commentary relating to opinion & market research, feedback, analytics and data by Jeff Robbins, Founder and Managing Director

    ​Jeff's Bio

    Picture

    Archives

    October 2021
    September 2021
    August 2021
    November 2016
    October 2016
    June 2016
    April 2016
    February 2016
    January 2016
    December 2015
    October 2015
    August 2015
    July 2015
    June 2015
    March 2015

    Categories

    All

    RSS Feed

Study Bids/Request Info
1999-2022  All Rights Reserved - Database Sciences Inc.
  • CX
  • Data Science Services
  • Market Research
  • About Us
    • Technology
    • Blog
  • Contact