Measuring Guest Satisfaction in UK‐based International Hotel Chains: Principles and Practice

Abstract

Investigates methods of assessing guest satisfaction, some of which do not give a true reflection. Analyses by comparison UK hotel methods of assessment and ways of improving amenities, i.e. reception, room service, facilities, costs, etc., and suggests ways of systemizing customer response and hotel‐chain‐wide satisfaction indexing. A “Scorecard” system could be the answer.