The satisfaction survey permits the measurement of Quality Expected by guests, namely their assessment of the services provided.
How does it work ?
This measurement of the Quality Expected by guests, contextualisation with the Quality Provided by the staff, based on the Quality Designed by the Management, makes it possible to reveal differences and to build action plans in order to satisfy guests even further.
The MKG indices are taken from 300,000 satisfaction questionnaires processed by MKG over the past 5 years (in order to take into account recent trends).
Also, we are able to compare your performances in terms of customer satisfaction with those of the sector.
Our consolidations are conducted on the common aspects of the different surveys which have been processed, such as:
- overall service,
- speed of customer management,
- décor/atmosphere,
- cleanliness,
- reception/staff friendliness,
- overall satisfaction,
- value for money,
- intentions to return or to recommend
Our goal: to go further
Our tools are not a simple inventory of the satisfaction which has been measured.
Our operational diagnosis allows you to sort, by order of importance, the actions which need to be carried out on the basis of the elements which will ensure the best progression of overall satisfaction.
Also, we are able to compare your performances in terms of customer satisfaction with those of the sector.
What we can do
Measurement of satisfaction
Identify your strong points/weak points
Optimise repeat visits and loyalty
Boost word-of-mouth
Motivate teams
Certifying establishments (ISO)
Identify best practices
Identify levers for satisfaction (measuring contribution): the basics and the little extras which will make your guests your best spokespeople
Determine the impact of complaints on overall satisfaction, repeat business and recommendations
Assess loyalty (loyal customers, captive customers, lost customers and zappers)
Anticipate customers’ expectations
Our products
Customer satisfaction barometer
Barometer of the perceptions and satisfaction of potential customers
Internal satisfaction barometer
Mirror surveys (staff versus guests)
Our tools
Intercepts clients
Principle:
To obtain an accurate view, our programmes for optimising customer satisfaction are based on a quick interview with your customers: a few hours or a few days after they stayed / dined with you, thanks to our back-office tools.
Telephone survey / e-survey or mail – Customer files to be sent to us
Process:
Rejection of invalid returns and cleaning of the files
Your customers come to stay/dine with you regularly, but you want to interview them just once: our tools make it possible to eliminate the duplication from one unit to the next (so as not to question a customer who has stayed at two units in your network in the same week, for example), but also from one week to the next, e.g., enabling us to interview the customers a single time over the whole survey period.
According to the methodology adopted, we target the customer segments that are of priority for you, or those that meet the quotas that have been set.
Interviews: from D+1 to D+8
Satiskit
The “satiskit” is a packaged solution of satisfaction surveys that includes:
- a protocol for setting up and performing the survey: when and how to implement the survey in your establishment
- Unfilled questionnaires, in several languages, if necessary: a desktop publishing workshop and sub-contracting for four-colour printing of the questionnaires
- a “letterbox” for return of the questionnaires
- envelopes for sending back the administered questionnaires