Questionnaire - Research Proposal Example

Complimentary mealsVII. Special price promotionsVIII. Extending special privileges to immediate family membersIX. Any other please specify ___________________________________________7. How are the loyalty programmes designed for the corporate segmentFlat rateLinked to volumeRewards on accumulated pointsAny other, please specify ______________________________________9. Which features in your opinion, attract maximum guests and justify the hotel's expenses in making such an offer10. What is the objective of your loyalty programmeI.

Decrease price sensitivity (Is there an effort on part of your hotel to persuade customers to try new offers, pay premium prices, and/or use the hotel for increasingly diverse services so that they resist cheaper offers by competing hotels)II. Serve as a defensive measure to cope with competition (since other hotels offer such programmes, your hotel needs to offer too)III. Increase patronage and attract new customers (encourage word of mouth support and endorsement)IV. Ensure repeat usage V. Any other, please specify_______________________________11.

How do you manage your loyalty programmesI. Use of CRM (Customer relationship management) (any specific software)_______________II. III. Feedback formsIV. V. In house software which is used for bookings and managing guest stayVI. VII. Any other, please specify_______________________________VIII. 12. How do you identify a loyal customer in the retail segment-when he arrives at your hotel- so that he is serviced accordingly (What is the delivery mechanism)I. With a loyalty card II. Internal records 13.

In which way, if at all, do you involve your employees in the loyalty programmes especially staff from housekeeping and F&B, who may interact. 20. In your opinion are loyalty programmes essential for loyal customers to exist If yes why, if no why not (especially in light of the argument that that excellent service and satisfaction among guests is considered by many researchers as enough to maintain loyalty)