Professional Documents
Culture Documents
focus on CRM
1. Name:
2. Occupation:
a. Business
b. Salaried
c. Professionals
d. Any other (Specify)
3. Family Income:
a. Less than 2,00,000
b. 2,00,001 to 5,00,000
c.
5,00,001 to 10,00,000
More than 10,00,000
4. Age:
a. 1-20
b. 21-30
c. 31-40
d. 41-50
e. Above 50
5. Gender:
i. Male Female
6. Which restaurant is your current favorite?
8. Please rate the scale from 1-5 according to your satisfaction with the CRM practices
followed by the hotel:
S. No. Statement Strongly Agree Neutral Disagree Strongly
Agree Disagree
1. Quick response to calls
2. Meeting the requests of
guests with in suitable time
3. Staff/Personnel appropriate
behavior
4. Attending customer
complaints
5. Access to restaurant
via internet
6. Filling out the feedback
form via internet provides
more convenience
7. online reservation
8. Accepting cancellation of
reservation is
of special importance
i
9. Internet services in premises
10. The restaurant must have a
Good online ratings
11. Reservation via internet
increases the probability of
hotel selection
12. Paying the bills by credit
cards
13. Being welcomed
warmly by the staff
9. According to you how far CRM is important for any hotel? Please rate the following:
S. Statement Strongly Agree Neutral Disagree Strongly
No. Agree Disagree
1. Increase customer
satisfaction
2. Increase market share
3. Increase customer
loyalty
4. Profitability increases
5. Enhances lifetime value
of customer
10. In case of follow up advertising which way you prefer better? Rank in order of
preference:
Sms
E-mail
Receiving letters
Telephone
14. Do you need more services that are offered by the restaurant? If yes please
specify. Yes No
15. Have you faced any problem with regard to the restaurant and its services? If yes,
what? Yes No
17. If yes, was the hotel able to handle the complaint and satisfy you?
Yes No
18. Do you intend to stay in this hotel in future? If no, why not?
Yes No