Customer Journey and Feedback

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Customer Journey and Feedback

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Charlotte

United Kingdom

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Customer Journey and FeedbackOnline version Customer Journey and Feedback by Charlotte 1 What is the customer journey? a The full experience a guest has before, during and after their stay b The time a guest spends in their room c Only the check-in and check-out process d The guest’s journey to the hotel 2 Which stage of the customer journey happens first? a Arrival b Pre-arrival c During the stay d Departure 3 Which of the following is most important during the arrival stage? a A warm welcome and friendly attitude b Cleaning the room after the guest leaves c Ignoring the guest to avoid disturbance d Asking the guest to leave feedback 4 A hotel in London collects feedback through post-stay surveys. Guests rate cleanliness highly (4.8/5), but many written comments mention unfriendly staff at reception. a Quantitative data is strong, but qualitative feedback highlights a service issue b The hotel is performing perfectly c Cleanliness is the only important factor d Written feedback should be ignored 5 How can an accommodation team member improve the guest experience during the stay? a By leaving rooms unfinished b By avoiding guest areas c By respecting privacy and keeping rooms clean d By waiting for someone else to report issues 6 Why is the customer journey important? a It only affects management b It helps staff finish their shift faster c It only matters at check-in d It can lead to happy guests, good reviews and repeat visits 7 A restaurant group compares its customer satisfaction score of 78% with competitors averaging 90%. a The restaurant is leading the market b The restaurant is underperforming compared to competitors c Customer satisfaction is irrelevant d The data is incorrect

Customer Journey and FeedbackOnline version

Customer Journey and Feedback

by Charlotte

What is the customer journey?

The full experience a guest has before, during and after their stay

The time a guest spends in their room

Only the check-in and check-out process

The guest’s journey to the hotel

Which stage of the customer journey happens first?

Arrival

Pre-arrival

During the stay

Departure

Which of the following is most important during the arrival stage?

A warm welcome and friendly attitude

Cleaning the room after the guest leaves

Ignoring the guest to avoid disturbance

Asking the guest to leave feedback

A hotel in London collects feedback through post-stay surveys. Guests rate cleanliness highly (4.8/5), but many written comments mention unfriendly staff at reception.

Quantitative data is strong, but qualitative feedback highlights a service issue

The hotel is performing perfectly

Cleanliness is the only important factor

Written feedback should be ignored

How can an accommodation team member improve the guest experience during the stay?

By leaving rooms unfinished

By avoiding guest areas

By respecting privacy and keeping rooms clean

By waiting for someone else to report issues

Why is the customer journey important?

It only affects management

It helps staff finish their shift faster

It only matters at check-in

It can lead to happy guests, good reviews and repeat visits

A restaurant group compares its customer satisfaction score of 78% with competitors averaging 90%.

The restaurant is leading the market

The restaurant is underperforming compared to competitors

Customer satisfaction is irrelevant

The data is incorrect

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Customer Journey and Feedback

Quiz

About this activity

Created by

Download the paper version to play

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Customer Journey and FeedbackOnline version

by Charlotte

What is the customer journey?

Which stage of the customer journey happens first?

Which of the following is most important during the arrival stage?

A hotel in London collects feedback through post-stay surveys. Guests rate cleanliness highly (4.8/5), but many written comments mention unfriendly staff at reception.

How can an accommodation team member improve the guest experience during the stay?

Why is the customer journey important?

A restaurant group compares its customer satisfaction score of 78% with competitors averaging 90%.

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