Measuring Customer Satisfaction Internally

Although at times it is busy it may be more difficult to do this but the host/ess at Moxie’s could pay attention to what some of the customers were eating and ask them specific questions pertaining to that food choice such as “I saw you had the special tonight.  Was the steak cooked well today?”  They could also ask things such as, “what did you like about the service today?” so that they don’t receive a yes or no answer.  They could also ask “did you enjoy the music?”, “how did you like our new menu choices?” or even “how did you hear about us?”

The bell porter at the Fairmont could ask when a guest is leaving “how was your stay?  Did you have a chance to watch one of our pay per view movies available?”  They could also ask them if they had a chance to use the facilities they offer such as a fitness room or restaurant.  From there they could ask them even more questions such as “did you ask the fitness trainer for assistance?” or “was the meal to your expectations?”

The interpretive guide at the Leo Mal Sculpture Garden could ask questions upon arrival such as “was there anything specific you wanted to see today?” which they could then direct them to so that they get the chance to see it if they have time restraints.  They could also ask guests that are from out of town where they’re from and direct them maybe to sculptures from artists from their country or area of origin.  They could also ask them what type of sculptures they like (i.e.: modern, classical or abstract) and direct them to those areas or a couple of different sculptures that may intrigue them.

It is integral to any business that customers are satisfied and we can control their satisfaction almost a hundred percent of the time.  That’s why asking questions such as those will help them improve on their services.