gsq 2013 analysis results
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GSQ Report - Nov. 2013
1 2 3
Question
Overall Satisfaction 3 4 2
Likelihood to Return to this hotel 3 4 2
Likelihood to Recommend this hotel 3 5 2
RESERVATION: Ease of Booking this hotel stay 3 5 4
OVERALL: Overall Rate Experience of this hotel 4 2
OVERALL: Overall Service Condition of this hotel 4 2
OVERALL: Overall Physical Condition of this hotel 4 2
ARRIVAL: Speed and Efficiency of Check-in 4
ARRIVAL: Overall Check In Experience 4
STAFF: Responsiveness of staff in fulfilling your equests 3 4 4
STAFF: Genuine, caring attitude 3 4 4
STAFF: Knowledge of staff 2 4 4
STAFF: English Speaking Skills 2 3 2
STAFF: Efforts of staff in making your stay comfortable 2 4 4
STAFF: Attitude of security staff 2 4 2
STAFF: security service experience 3 4 3
ROOM: Cleanliness of Guest Room 2 4 4
ROOM: Comfort of Bed and Pillow 1 3 4
ROOM: Comfort of Sofa, Furniture etc. 1 3 2
ROOM: Condition of Electronic devices 1 4 2
ROOM: Quality of kitchen utensil 1 3 3
ROOM: Quality of bathroom amenities 1 4 3
ROOM: Speed of Internet 3 4 1
ROOM: Quality of TV Channel 1 4 1
Village: Cleanliness of public area 2 5 3
Village: Beauty of landscape 3 4 3
Village: Feeling of safety and security inside the village 2 5 3
F&B: Breakfast - Food Quality 2 4 3
F&B: Breakfast - Service 1 4 3
F&B: Western Menu - Food Quality 2 3 3
F&B: Japanese Menu - Food Quality 2 3 2
F&B: Korean Menu - Food Quality 3 4 3
F&B: Chinese Menu - Food Quality 3 3 3
F&B: Vietnamese Menu - Food Quality 2 3 3
F&B: Service Quality 2 4 3
F&B: Atmosphere at Restaurant 2 5 3
F&B: Other food and drink experience 2 4 3
Sports Facility: Hygiene 3 5 2
101-206
102-101
102-103
Sports Facility: Quality of equipment & Machine 2 4 2
Sports Facility: Service Quality 3 4 3
Mini Mart: Quality of selling products 4 4 2
Mini Mart: Variety of selling products 2 4 1
VALUE: Value for Money Paid 1 4 2
4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
3 5 4 4 4 4 4 5 4 4 4 4 4 4
4 5 4 4 4 5 5 4 5 4 4 4 5
2 5 5 4 4 4 5 5 4 5 3 4 3 4 5
4 3 3 3 4 5 5 5 5 4 4 4 3 4
3 3 3 4 5 5 5 5 4 4 3 4 5
3 3 4 3 4 4 5 4 4 5 3 5 4 4 5
4 3 4 3 4 3 3 5 5 5 3 5 5 4 5
3 5 4 3 4 4 4 5 5 5 4 4 4 5
4 5 4 3 4 4 4 5 5 5 4 4 3 5
4 4 4 5 4 5 5 5 4 4 5 4 4 5
2 4 4 4 5 5 5 4 5 5 4 4 3 5
4 3 4 3 5 4 4 4 4 4 4 4 4 4 5
3 4 4 3 4 4 3 2 3 4 4 4 2 3 3
3 4 4 4 4 5 4 5 4 4 4 4 4 4 4
3 3 4 4 4 5 4 5 3 3 3 4 4 2 5
4 5 4 3 5 5 5 4 4 4 3 3 1
3 4 4 4 3 4 4 5 5 4 4 4 4 3 5
4 4 4 3 4 5 2 5 2 4 3 2 4 4
3 3 4 3 4 4 5 4 4 3 4 3 3 4 4
3 4 3 2 3 2 3 1 4 2 4 3 4 2 3
2 4 4 2 4 3 4 2 5 3 4 3 2 3 2
2 3 4 3 3 3 3 4 3 4 3 3 2 5
1 2 4 1 3 1 2 3 3 3 3 1 4 2 2
2 3 3 3 4 1 3 5 3 3 3 3 3 2 3
3 3 4 3 4 3 4 5 5 4 4 4 4 5
3 4 4 3 4 3 4 5 4 4 4 4 4 5
3 5 4 3 5 5 5 5 4 4 4 5 4 5
2 3 4 3 4 4 4 5 4 5 4 3 4 4 5
3 4 4 3 4 5 4 5 4 5 3 3 4 3 4
3 4 4 3 4 3 4 5 3 4 3 4 2 3 5
3 4 3 4 3 3 4 4 4 4 3 3 5
2 3 4 3 4 4 4 4 4 4 3 5
2 3 3 4 3 3 4 4 2 3 5
2 4 3 3 4 4 4 3 4 4 3 5
3 3 4 4 4 5 4 4 4 4 3 5 3 3 1
3 3 4 3 3 3 5 4 4 4 3 4 4 4 5
2 3 4 3 4 3 4 4 4 4 3 4 4 4 5
3 4 3 4 3 4 5 4 4 4 4 2 3 5
102-301
102-304
103-101
103-201
103-301
103-302
103-401
103-404
104-203
104-205
104-206
104-304
104-402
104-403
105-301
2 4 3 1 3 5 5 3 4 2 3 3 5
3 4 3 4 5 3 5 5 4 4 4 4 3 5
2 4 4 3 4 3 5 5 4 4 4 2 3 3 4
1 2 3 2 4 3 4 3 4 2 4 4 3 3 4
2 4 4 3 4 3 5 4 4 3 4 3 4 3 3
19 20 21 22 23 24 25 26 27 28 29 30
Nov. 12
5 4 4 4 3 5 4 3 3 3 5 5 78.6
5 4 4 4 3 4 4 3 4 3 5 5 73.5
4 4 4 3 4 4 3 4 3 5 5 74.2
5 4 3 4 4 4 4 3 4 4 5 83.0
4 4 3 4 3 4 4 3 5 5 5 66.5
4 4 3 4 4 4 5 3 4 5 5 69.4
4 4 3 4 3 4 3 4 5 5 66.3
5 4 3 3 3 4 3 4 5 5 70.3
5 4 3 3 3 4 3 4 5 66.9
4 4 3 4 4 4 4 4 5 5 73.5
4 4 3 4 4 4 4 4 5 5 71.6
4 4 3 3 4 4 4 4 5 5 71.0
4 4 3 4 3 3 4 3 4 4 60.0
4 5 3 4 5 4 4 4 5 5 76.0
4 4 3 3 4 3 4 2 5 5 65.2
4 4 3 4 4 4 2 1 5 4 65.5
5 5 4 4 4 4 4 5 3 5 5 76.1
5 5 3 1 1 4 4 2 3 4 5 63.3
5 5 3 4 2 3 3 4 3 4 5 65.8
5 4 3 4 4 3 3 3 2 4 3 56.8
5 4 3 3 3 3 3 4 2 5 3 61.3
5 4 3 3 3 3 2 4 3 5 5 62.0
5 3 3 3 4 3 1 3 1 5 4 50.3
5 3 3 4 2 3 2 4 2 5 3 55.5
4 4 3 4 3 4 3 4 3 5 4 68.4
4 4 3 4 3 3 3 4 3 5 5 68.4
4 4 3 4 4 4 3 4 4 5 5 74.2
4 4 3 4 3 4 1 5 4 5 4 72.0
4 4 3 3 2 4 3 5 4 5 5 69.7
4 4 3 3 3 4 3 4 5 4 68.3
4 4 3 3 3 4 3 4 5 4 62.8
4 4 3 4 3 4 3 4 5 4 76.7
4 4 3 3 3 3 3 4 4 60.8
4 4 3 3 3 4 3 4 4 66.4
4 4 3 4 3 4 3 4 5 5 68.0
4 4 3 4 2 4 3 4 5 63.9
4 4 3 4 2 4 3 3 5 5 69.7
5 4 2 4 4 4 3 4 3 5 5 70.0
106-104
106-402
107-303
108-103
108-205
108-304
108-305
109-201
109-301
109-302
109-306
109-401
5 4 2 4 3 4 3 4 3 4 5 63.4
5 4 3 4 3 3 3 4 3 5 5 72.0
4 4 2 4 3 3 3 4 2 5 5 66.5
4 4 2 3 3 3 3 4 2 5 5 58.7
4 4 2 4 3 3 3 2 5 4 60.6
YTD Goal 2013 vs Goal 2012 vs 2012
78.6 78.6 80.7 -2.1
73.5 73.5 82.6 -9.0
74.2 74.2 82.6 -8.4
83.0 83.0 83.7 -0.7
66.5 66.5 80.0 -13.5
69.4 69.4 83.8 -14.4
66.3 66.3 80.0 -13.8
70.3 70.3 84.1 -13.8
66.9 66.9 84.1 -17.2
73.5 73.5 85.8 -12.3
71.6 71.6 85.2 -13.5
71.0 71.0 83.9 -12.9
60.0 60.0 81.9 -21.9
76.0 76.0 86.0 -10.0
65.2 65.2 80.6 -15.5
65.5 65.5 84.8 -19.3
76.1 76.1 85.8 -9.7
63.3 63.3 82.0 -18.7
65.8 65.8 78.7 -12.9
56.8 56.8 74.8 -18.1
61.3 61.3 69.3 -8.0
62.0 62.0 75.3 -13.3
50.3 50.3 61.3 -11.0
55.5 55.5 63.9 -8.4
68.4 68.4 86.5 -18.1
68.4 68.4 87.1 -18.7
74.2 74.2 84.5 -10.3
72.0 72.0 75.3 -3.3
69.7 69.7 80.6 -11.0
68.3 68.3 74.5 -6.2
62.8 62.8 76.6 -13.8
76.7 76.7 72.5 4.2
60.8 60.8 71.2 -10.4
66.4 66.4 70.4 -4.0
68.0 68.0 78.0 -10.0
63.9 63.9 72.9 -9.0
69.7 69.7 73.8 -4.1
70.0 70.0 76.7 -6.7
63.4 63.4 66.9 -3.4
72.0 72.0 76.7 -4.7
66.5 66.5 74.2 -7.7
58.7 58.7 65.2 -6.5
60.6 60.6 71.6 -11.0
GSQ Report - Nov. 2012
1 2
Question 101-101 101-103
Length of stay
Less than a WeekLess than a MonthLess than 3 MonthMore than 3months 1 1
Services
Check-inReservation accuracyStaff service/attitudeHotel/room maintenanceBilling and check-outLaundry serviceNoiseHygieneQuality of food and drinkRestaurant service 1
Room CleanlinessInternet service 1
Security ServicePest control
Facility
Air ConditioningTV/remote controlWashing machineRefrigeratorWater boilerLighting systemVentilatorDoor/WindowMosquito netBathroom fittingsKitchen utensils 1
Wooden furnitureLinen/CurtainSofa/Mattress
Problem Experience 0 1
Problem Experienced & solved 1 0
Comments
Music in restaurant played over and over. To change more often.
3 4 5 6 7
101-105 101-303 101-305 102-302 102-304
1 1 1 1 1
1
1
1
1
1
1
1 1 1 0 0
1 0 1 0 0
Many of Vietnamese restaurant guests are loud, smoke. So I can't enjoy calm down meal
8 9 10 11 12
103-101 103-301 103-302 104-101 104-106
1
1 1 1 1
1 1
1 1
1
1 1 1
1
1 1
1
1 1
1
1
1
1
1
1
1
1 0 1 1 1
1 0 1 0 0
Since it's cold, more blanket needed. To change iron with steam
Shoud have more ER, English/American TV channel. Not good TV signal
To change sofa, internet line and golf channel add.
13 14 15 16 17
104-202 104-205 104-304 104-405 105-104
1
1 1 1 1
1
1
1
1 1
1
1
1 1 1
1
1
1
1 1 1 1 1
1 1 0 1 1
There is often happen card reading machine trouble when C/O
I really satisfy all service from you. And the best is room cleaning.
More Japanese TV channel
Staffs are very friendly and helpful. Great for birthday flower & wine
18 19 20 21 22
105-304 105-404 106-101 106-203 106-204
1
1 1 1 1
1 1
1
1 1
1
1
1
1
1
1
1 1
1
1
1
1 1 1
1
1
1
1
1
1 1 1 1 0
1 1 1 0 1
We need Hai phong city map & Detail map of Viet Nam. Set a map on F/O. Tour guide needed.
1. Expensive 2. Poor pacility 3. Old everything furniture and so on.
All staffs are very kind and satisfied.
23 24 25 26 27
106-402 106-403 107-101 107-201 107-301
1 1 1 1 1
1
1
1
1
1
1
1 1 1
1
1
1
1
1 1 1
1
1
1 1 1
1 1
1
1
1
1
1
1
1
1
1
1
1
1
1 1 0 1 0
1 1 0 1 1
I get satisfactionespecially staff of room making.
1. Internet very slow 2. More TV channel 3. Air-con is too noisy 4. Gym area is too narrow 5. Wall hanging small TV in bedroom
Room service is very comportable and clean. Thanks
Please don't change Ms. Ahn and Ms tuy. We need a lounge.
28 29 30 31 32
108-103 108-203 109-203 109-303 109-305
1 1 1 1 1
1
1
1 1
1
1 1
1
1
1
1
0 0 1 1 1
0 0 0 1 1
I want to change sofa same as H-tower
1. Internet very slow 2. Noisy 3. Tennis & Swimming pool occupied by outside guest 4. Security problem
Count % %
0 0.0% 0 0.0%
1 3.1% 0 0.0%
2 4.7% 5 11.6%
29 67.4% 36 83.7%
1 1.8% 0 0.0%
1 1.8% 0 0.0%
2 3.6% 0 0.0%
4 7.3% 4 9.1%
3 5.5% 0 0.0%
3 5.5% 3 6.8%
10 18.2% 9 20.5%
4 7.3% 1 2.3%
2 3.6% 8 18.2%
4 7.3% 2 4.5%
2 2.3% 3 3.5%
13 23.6% 11 25.0%
3 5.5% 1 2.3%
3 5.5% 2 4.5%
11 19.0% 15 17.2%
3 5.2% 6 6.9%
8 13.8% 12 13.8%
2 3.4% 3 3.4%
2 3.4% 5 5.7%
3 5.2% 2 2.3%
1 1.7% 2 2.3%
2 3.4% 5 5.7%
6 10.3% 5 5.7%
3 5.2% 5 5.7%
5 8.6% 6 6.9%
5 8.6% 7 8.0%
3 5.2% 3 3.4%
4 6.9% 11 12.6%
23 53% 24 56%
18 78% 18 75%
2011Count
GSQ Report - Nov. 2012
Question Count
Length of stay
Less than a Week 0 Less than a Month 1 Less than 3 Month 2 More than 1 year 29 Check-in 1 Reservation accuracy 1 Staff service/attitude 2 Village/room maintenance 4 Billing and check-out 3 Laundry service 3 Noise 10 Hygiene 4 Quality of food and drink 2 Restaurant service 4 Room Cleanliness 2 Internet service 13 Security Service 3 Pest control 3 Air Conditioning 11 TV/remote control 3 Washing machine 8 Refrigerator 2 Water boiler 2 Lighting system 3 Ventilator 1 Door/Window 2 Mosquito net 6 Bathroom fittings 3 Kitchen utensils 5 Wooden furniture 5 Linen/Curtain 3 Sofa/Mattress 4
Problem Experience 23 Problem Experience solved 18
Room No. 101-103
Problem experienced in
Services
Problem experienced in
Facility
Comments
Nationality Australia
Company Suncraft Int'l
Dept.(in charge/Action Plan)Status(Done:Date/Pending)
Method(Letter etc…)
Music in restaurant played over and over. To change more often.
% Vs 2011 %
0.0% 0.0% 0 0.0%3.1% 3.1% 0 0.0%4.7% -7.0% 5 11.6%
67.4% -16.3% 36 83.7%1.8% 1.8% 0 0.0%1.8% 1.8% 0 0.0%3.6% 3.6% 0 0.0%7.3% -1.8% 4 9.1%5.5% 5.5% 0 0.0%5.5% -1.4% 3 6.8%
18.2% -2.3% 9 20.5%7.3% 5.0% 1 2.3%3.6% -14.5% 8 18.2%7.3% 2.7% 2 4.5%2.3% -1.2% 3 3.5%
23.6% -1.4% 11 25.0%5.5% 3.2% 1 2.3%5.5% 0.9% 2 4.5%
19.0% 1.7% 15 17.2%5.2% -1.7% 6 6.9%
13.8% 0.0% 12 13.8%3.4% 0.0% 3 3.4%3.4% -2.3% 5 5.7%5.2% 2.9% 2 2.3%1.7% -0.6% 2 2.3%3.4% -2.3% 5 5.7%
10.3% 4.6% 5 5.7%5.2% -0.6% 5 5.7%8.6% 1.7% 6 6.9%8.6% 0.6% 7 8.0%5.2% 1.7% 3 3.4%6.9% -5.7% 11 12.6%53% -2.3% 24 55.8%78% 3.3% 18 75.0%
101-303 103-301 103-302 104-106
2011Count
Japan Korea Norway Korea
Yazaki Hyundai Vinomarine LS Vina
Many of Vietnamese restaurant guests are loud, smoke. So I can't enjoy calm down meal
Since it's cold, more blanket needed. To change iron with steam
Shoud have more ER, English/American TV channel. Not good TV signal
To change sofa, internet line and golf channel add.
104-205 104-304 104-405 105-104
Japan Japan Japan England
Zeon Kyo ceramita Kyo ceramita Korg
There is often happen card reading machine trouble when C/O
I really satisfy all service from you. And the best is room cleaning.
More Japanese TV channel
Staffs are very friendly and helpful. Great for birthday flower & wine
105-304 106-203 106-204 106-402
Korea Korea Korea Japan
Hyundai Namkwang Garviha Gerbera
We need Hai phong city map & Detail map of Viet Nam. Set a map on F/O. Tour guide needed.
1. Expensive 2. Poor pacility 3. Old everything furniture and so on.
All staffs are very kind and satisfied.
I get satisfactionespecially staff of room making.
106-403 107-201 107-301 108-103
Japan Korea Japan Japan
Toyotabosoku AES SIK Nomura Fotranco
1. Internet very slow 2. More TV channel 3. Air-con is too noisy 4. Gym area is too narrow 5. Wall hanging small TV in bedroom
Room service is very comportable and clean. Thanks
Please don't change Ms. Ahn and Ms tuy. We need a lounge.
I want to change sofa same as H-tower
109-203
France
GE
1. Internet very slow 2. Noisy 3. Tennis & Swimming pool occupied by outside guest 4. Security problem
GSQ Report - Nov. 2013
Question YTD
Overall Satisfaction 78.6 78.6 Likelihood to Return to this hotel 73.5 73.5 Likelihood to Recommend this hotel 74.2 74.2 RESERVATION: Ease of Booking this hotel stay 83.0 83.0 OVERALL: Overall Rate Experience of this hotel 66.5 66.5 OVERALL: Overall Service Condition of this hotel 69.4 69.4 OVERALL: Overall Physical Condition of this hotel 66.3 66.3 ARRIVAL: Speed and Efficiency of Check-in 70.3 70.3 ARRIVAL: Overall Check In Experience 66.9 66.9 STAFF: Responsiveness of staff in fulfilling your equests 73.5 73.5 STAFF: Genuine, caring attitude 71.6 71.6 STAFF: Knowledge of staff 71.0 71.0 STAFF: English Speaking Skills 60.0 60.0 STAFF: Efforts of staff in making your stay comfortable 76.0 76.0 STAFF: Attitude of security staff 65.2 65.2 STAFF: security service experience 65.5 65.5 ROOM: Cleanliness of Guest Room 76.1 76.1 ROOM: Comfort of Bed and Pillow 63.3 63.3 ROOM: Comfort of Sofa, Furniture etc. 65.8 65.8 ROOM: Condition of Electronic devices 56.8 56.8 ROOM: Qualith of kitchen utensil 61.3 61.3 ROOM: Quality of bathroom amenities 62.0 62.0 ROOM: Speed of Internet 50.3 50.3 ROOM: Quality of TV Channel 55.5 55.5 Village: Cleanliness of public area 68.4 68.4 Village: Beauty of landscape 68.4 68.4 Village: Feeling of safety and security inside the village 74.2 74.2 F&B: Breakfast - Food Quality 72.0 72.0 F&B: Breakfast - Service 69.7 69.7 F&B: Western Menu - Food Quality 68.3 68.3 F&B: Japanese Menu - Food Quality 62.8 62.8 F&B: Korean Menu - Food Quality 76.7 76.7 F&B: Chinese Menu - Food Quality 60.8 60.8 F&B: Vietnamese Menu - Food Quality 66.4 66.4 F&B: Service Quality 68.0 68.0 F&B: Atmosphere at Restaurant 63.9 63.9 F&B: Other food and drink experience 69.7 69.7 Sports Facility: Hygiene 70.0 70.0 Sports Facility: Quality of equipment & Machine 63.4 63.4 Sports Facility: Service Quality 72.0 72.0 Mini Mart: Quality of selling products 66.5 66.5
Nov. 2013
Mini Mart: Variety of selling products 58.7 58.7 VALUE: Value for Money Paid 60.6 60.6
DepartmentalNov-13
Narrow BroadFRONT OFFICE 73.4 71.1 HOUSEKEEPING 62.8 66.8 Engineering 57.9 66.5 SECURITY 68.3 69.7 F&B 67.8 69.5 Kit 68.1 69.4 Sports Facility 68.5 69.8 MiniMart 62.6 69.0
vs Goal 2012 vs 2012
0.0 78.6 80.7 -2.1 0.0 73.5 82.6 -9.0 0.0 74.2 82.6 -8.4 0.0 83.0 83.7 -0.7 0.0 66.5 80.0 -13.5 0.0 69.4 83.8 -14.4 0.0 66.3 80.0 -13.8 0.0 70.3 84.1 -13.8 0.0 66.9 84.1 -17.2 0.0 73.5 85.8 -12.3 0.0 71.6 85.2 -13.5 0.0 71.0 83.9 -12.9 0.0 60.0 81.9 -21.9 0.0 76.0 86.0 -10.0 0.0 65.2 80.6 -15.5 0.0 65.5 84.8 -19.3 0.0 76.1 85.8 -9.7 0.0 63.3 82.0 -18.7 0.0 65.8 78.7 -12.9 0.0 56.8 74.8 -18.1 0.0 61.3 69.3 -8.0 0.0 62.0 75.3 -13.3 0.0 50.3 61.3 -11.0 0.0 55.5 63.9 -8.4 0.0 68.4 86.5 -18.1 0.0 68.4 87.1 -18.7 0.0 74.2 84.5 -10.3 0.0 72.0 75.3 -3.3 0.0 69.7 80.6 -11.0 0.0 68.3 74.5 -6.2 0.0 62.8 76.6 -13.8 0.0 76.7 72.5 4.2 0.0 60.8 71.2 -10.4 0.0 66.4 70.4 -4.0 0.0 68.0 78.0 -10.0 0.0 63.9 72.9 -9.0 0.0 69.7 73.8 -4.1 0.0 70.0 76.7 -6.7 0.0 63.4 66.9 -3.4 0.0 72.0 76.7 -4.7 0.0 66.5 74.2 -7.7
Goal 2013
0.0 58.7 65.2 -6.5 0.0 60.6 71.6 -11.0
YTD 2013 Goal 2013 2012
Narrow Broad Narrow Broad Narrow Broad Narrow Broad Narrow
73.4 71.1 0.0 0.0 73.4 71.1 80.9 77.3 (7.5)62.8 66.8 0.0 0.0 62.8 66.8 68.0 72.9 (5.2)57.9 66.5 0.0 0.0 57.9 66.5 62.9 72.8 (4.9)68.3 69.7 0.0 0.0 68.3 69.7 79.0 77.4 (10.7)67.8 69.5 0.0 0.0 67.8 69.5 71.9 75.7 (4.1)68.1 69.4 0.0 0.0 68.1 69.4 67.4 73.4 0.7 68.5 69.8 0.0 0.0 68.5 69.8 70.9 75.8 (2.5)62.6 69.0 0.0 0.0 62.6 69.0 64.1 75.2 (1.5)
vsGoal
vs2012
Broad
(6.2)(6.1)(6.3)(7.7)(6.2)(4.1)(6.0)(6.1)
vs2012
GSQ Report - Nov. 2013
Question Nov-12 YTD
Overall Satisfaction 78.6 78.6 Likelihood to Return to this hotel 73.5 73.5 Likelihood to Recommend this hotel 74.2 74.2 OVERALL: Overall Rate Experience of this hotel 66.5 66.5 OVERALL: Overall Service Condition of this hotel 69.4 69.4 OVERALL: Overall Physical Condition of this hotel 66.3 66.3 STAFF: Responsiveness of staff in fulfilling your equests 73.5 73.5 STAFF: Genuine, caring attitude 71.6 71.6 STAFF: Knowledge of staff 71.0 71.0 STAFF: English Speaking Skills 60.0 60.0 STAFF: Efforts of staff in making your stay comfortable 76.0 76.0 VALUE: Value for Money Paid 60.6 60.6 Overall Average 70.1 70.1
vs Goal 2012 vs 2012
0.0 78.6 80.7 -2.1
0.0 73.5 82.6 -9.0
0.0 74.2 82.6 -8.4
0.0 66.5 80.0 -13.5
0.0 69.4 83.8 -14.4
0.0 66.3 80.0 -13.8
0.0 73.5 85.8 -12.3
0.0 71.6 85.2 -13.5
0.0 71.0 83.9 -12.9
0.0 60.0 81.9 -21.9
0.0 76.0 86.0 -10.0
0.0 60.6 71.6 -11.0
0.0 70.1 82.0 -11.9
Goal2013
GSQ Report - Nov. 2013
Question Nov-13 YTD
Overall Satisfaction 78.6 78.6 Likelihood to Return to this hotel 73.5 73.5 Likelihood to Recommend this hotel 74.2 74.2 RESERVATION: Ease of Booking this hotel stay 83.0 83.0 OVERALL: Overall Rate Experience of this hotel 66.5 66.5 OVERALL: Overall Service Condition of this hotel 69.4 69.4 OVERALL: Overall Physical Condition of this hotel 66.3 66.3 ARRIVAL: Speed and Efficiency of Check-in 70.3 70.3 ARRIVAL: Overall Check In Experience 66.9 66.9 STAFF: Responsiveness of staff in fulfilling your equests 73.5 73.5 STAFF: Genuine, caring attitude 71.6 71.6 STAFF: Knowledge of taff 71.0 71.0 STAFF: English Speaking Skills 60.0 60.0 STAFF: Efforts of staff in making your stay comfortable 76.0 76.0 VALUE: Value for Money Paid 60.6 60.6 FRONT OFFICE Average(Inc. Common) 71.1 71.1 FRONT OFFICE Average 73.4 73.4
vs Goal 2012 vs 2012
0.0 78.6 80.7 -2.1 0.0 73.5 82.6 -9.0 0.0 74.2 82.6 -8.4 0.0 83.0 83.7 -0.7 0.0 66.5 80.0 -13.5 0.0 69.4 83.8 -14.4 0.0 66.3 80.0 -13.8 0.0 70.3 84.1 -13.8 0.0 66.9 84.1 -17.2 0.0 73.5 85.8 -12.3 0.0 71.6 85.2 -13.5 0.0 71.0 83.9 -12.9 0.0 60.0 81.9 -21.9 0.0 76.0 86.0 -10.0 0.0 60.6 71.6 -11.0 0.0 71.1 82.1 -11.0 0.0 73.4 84.0 -10.6
Goal2013
GSQ Report - Nov. 2013
Question Nov-13 YTD
Overall Satisfaction 78.6 78.6
Likelihood to Return to this hotel 73.5 73.5
Likelihood to Recommend this hotel 74.2 74.2
OVERALL: Overall Rate Experience of this hotel 66.5 66.5 OVERALL: Overall Service Condition of this hotel 69.4 69.4
OVERALL: Overall Physical Condition of this hotel 66.3 66.3
STAFF: Responsiveness of staff in fulfilling your equests 73.5 73.5
STAFF: Genuine, caring attitude 71.6 71.6
STAFF: Knowledge of taff 71.0 71.0
STAFF: English Speaking Skills 60.0 60.0
STAFF: Efforts of staff in making your stay comfortable 76.0 76.0
ROOM: Cleanliness of Guest Room 76.1 76.1
ROOM: Comfort of Bed and Pillow 63.3 63.3
ROOM: Comfort of Sofa, Furniture etc. 65.8 65.8
ROOM: Condition of Electronic devices 56.8 56.8
ROOM: Qualith of kitchen utensil 61.3 61.3
ROOM: Quality of bathroom amenities 62.0 62.0
ROOM: Speed of Internet 50.3 50.3
ROOM: Quality of TV Channel 55.5 55.5
Village: Cleanliness of public area 68.4 68.4
Village: Beauty of landscape 68.4 68.4
VALUE: Value for Money Paid 60.6 60.6 House Keeping Average(Inc. Common) 66.8 66.8 House Keeping Average 62.8 62.8
vs Goal 2012 vs 2012
0.0 78.6 80.7 -2.1
0.0 73.5 82.6 -9.0
0.0 74.2 82.6 -8.4
0.0 66.5 80.0 -13.5
0.0 69.4 83.8 -14.4
0.0 66.3 80.0 -13.8
0.0 73.5 85.8 -12.3
0.0 71.6 85.2 -13.5
0.0 71.0 83.9 -12.9
0.0 60.0 81.9 -21.9
0.0 76.0 86.0 -10.0
0.0 76.1 85.8 -9.7
0.0 63.3 82.0 -18.7
0.0 65.8 78.7 -12.9
0.0 56.8 74.8 -18.1
0.0 61.3 69.3 -8.0
0.0 62.0 75.3 -13.3
0.0 50.3 61.3 -11.0
0.0 55.5 63.9 -8.4
0.0 68.4 86.5 -18.1
0.0 68.4 87.1 -18.7
0.0 60.6 71.6 -11.0
0.0 66.8 79.5 -12.7
0.0 62.8 76.5 -13.7
Goal2013
GSQ Report - Nov. 2013
Question Nov-13 YTD
Overall Satisfaction 78.6 78.6
Likelihood to Return to this hotel 73.5 73.5
Likelihood to Recommend this hotel 74.2 74.2
OVERALL: Overall Rate Experience of this hotel 66.5 66.5 OVERALL: Overall Service Condition of this hotel 69.4 69.4
OVERALL: Overall Physical Condition of this hotel 66.3 66.3
STAFF: Responsiveness of staff in fulfilling your equests 73.5 73.5
STAFF: Genuine, caring attitude 71.6 71.6
STAFF: Knowledge of taff 71.0 71.0
STAFF: English Speaking Skills 60.0 60.0
STAFF: Efforts of staff in making your stay comfortable 76.0 76.0
ROOM: Comfort of Sofa, Furniture etc. 65.8 65.8
ROOM: Condition of Electronic devices 56.8 56.8
ROOM: Quality of kitchen utensil 61.3 61.3
ROOM: Speed of Internet 50.3 50.3
ROOM: Quality of TV Channel 55.5 55.5
VALUE: Value for Money Paid 60.6 60.6 Engineering Average(Inc. Common) 66.5 66.5 Engineering Average 57.9 57.9
vs Goal 2012 vs 2012
0.0 78.6 80.7 -2.1
0.0 73.5 82.6 -9.0
0.0 74.2 82.6 -8.4
0.0 66.5 80.0 -13.5
0.0 69.4 83.8 -14.4
0.0 66.3 80.0 -13.8
0.0 73.5 85.8 -12.3
0.0 71.6 85.2 -13.5
0.0 71.0 83.9 -12.9
0.0 60.0 81.9 -21.9
0.0 76.0 86.0 -10.0
0.0 65.8 78.7 -12.9
0.0 56.8 74.8 -18.1
0.0 61.3 69.3 -8.0
0.0 50.3 61.3 -11.0
0.0 55.5 63.9 -8.4
0.0 60.6 71.6 -11.0
0.0 66.5 78.4 -11.8 0.0 57.9 69.6 -11.7
Goal2013
GSQ Report - Nov. 2013
Question Nov-13 YTD
Overall Satisfaction 78.6 78.6
Likelihood to Return to this hotel 73.5 73.5
Likelihood to Recommend this hotel 74.2 74.2
OVERALL: Overall Rate Experience of this hotel 66.5 66.5 OVERALL: Overall Service Condition of this hotel 69.4 69.4
OVERALL: Overall Physical Condition of this hotel 66.3 66.3
STAFF: Responsiveness of staff in fulfilling your equests 73.5 73.5
STAFF: Genuine, caring attitude 71.6 71.6
STAFF: Knowledge of taff 71.0 71.0
STAFF: English Speaking Skills 60.0 60.0
STAFF: Efforts of staff in making your stay comfortable 76.0 76.0
F&B: Breakfast - Service 69.7 69.7
F&B: Atmosphere at Restaurant 63.9 63.9
F&B: Other food and drink experience 69.7 69.7
F&B: Service Quality 68.0 68.0
VALUE: Value for Money Paid 60.6 60.6 F&B Average(Inc. Common) 69.5 69.5 F&B Average 67.8 67.8
vs Goal 2012 vs 2012
0.0 78.6 80.7 -2.1
0.0 73.5 82.6 -9.0
0.0 74.2 82.6 -8.4
0.0 66.5 80.0 -13.5
0.0 69.4 83.8 -14.4
0.0 66.3 80.0 -13.8
0.0 73.5 85.8 -12.3
0.0 71.6 85.2 -13.5
0.0 71.0 83.9 -12.9
0.0 60.0 81.9 -21.9
0.0 76.0 86.0 -10.0
0.0 69.7 80.6 -11.0
0.0 63.9 72.9 -9.0
0.0 69.7 73.8 -4.1
0.0 68.0 78.0 -10.0
0.0 60.6 71.6 -11.0
0.0 69.5 80.6 -11.1 0.0 67.8 76.3 -8.5
Goal2013
GSQ Report - Nov. 2013
Question Nov-13 YTD
Overall Satisfaction 78.6 78.6
Likelihood to Return to this hotel 73.5 73.5
Likelihood to Recommend this hotel 74.2 74.2
OVERALL: Overall Rate Experience of this hotel 66.5 66.5 OVERALL: Overall Service Condition of this hotel 69.4 69.4
OVERALL: Overall Physical Condition of this hotel 66.3 66.3
STAFF: Responsiveness of staff in fulfilling your equests 73.5 73.5
STAFF: Genuine, caring attitude 71.6 71.6
STAFF: Knowledge of taff 71.0 71.0
STAFF: English Speaking Skills 60.0 60.0
STAFF: Efforts of staff in making your stay comfortable 76.0 76.0
F&B: Breakfast - Food Quality 72.0 72.0
F&B: Western Menu - Food Quality 68.3 68.3
F&B: Japanese Menu - Food Quality 62.8 62.8
F&B: Korean Menu - Food Quality 76.7 76.7
F&B: Chinese Menu - Food Quality 60.8 60.8
F&B: Vietnamese Menu - Food Quality 66.4 66.4
F&B: Other food and drink experience 69.7 69.7
VALUE: Value for Money Paid 60.6 60.6 Kitchen Average(Inc. Common) 69.4 69.4 Kitchen Average 68.1 68.1
vs Goal 2012 vs 2012
0.0 78.6 80.7 -2.1
0.0 73.5 82.6 -9.0
0.0 74.2 82.6 -8.4
0.0 66.5 80.0 -13.5
0.0 69.4 83.8 -14.4
0.0 66.3 80.0 -13.8
0.0 73.5 85.8 -12.3
0.0 71.6 85.2 -13.5
0.0 71.0 83.9 -12.9
0.0 60.0 81.9 -21.9
0.0 76.0 86.0 -10.0
0.0 72.0 75.3 -3.3
0.0 68.3 74.5 -6.2
0.0 62.8 76.6 -13.8
0.0 76.7 72.5 4.2
0.0 60.8 71.2 -10.4
0.0 66.4 70.4 -4.0
0.0 69.7 73.8 -4.1
0.0 60.6 71.6 -11.0
0.0 69.4 78.9 -9.5 0.0 68.1 73.5 -5.4
Goal2013
GSQ Report - Nov. 2013
Question Nov-13 YTD
Overall Satisfaction 78.6 78.6
Likelihood to Return to this hotel 73.5 73.5
Likelihood to Recommend this hotel 74.2 74.2
OVERALL: Overall Rate Experience of this hotel 66.5 66.5 OVERALL: Overall Service Condition of this hotel 69.4 69.4
OVERALL: Overall Physical Condition of this hotel 66.3 66.3
STAFF: Responsiveness of staff in fulfilling your equests 73.5 73.5
STAFF: Genuine, caring attitude 71.6 71.6
STAFF: Knowledge of taff 71.0 71.0
STAFF: English Speaking Skills 60.0 60.0
STAFF: Efforts of staff in making your stay comfortable 76.0 76.0
Sports Facility: Hygiene 70.0 70.0
Sports Facility: Quality of equipment & Machine 63.4 63.4
Sports Facility: Service Quality 72.0 72.0
VALUE: Value for Money Paid 60.6 60.6 SF Average(Inc. Common) 69.8 69.8 SF Average 68.5 68.5
vs Goal 2012 vs 2012
0.0 78.6 80.7 -2.1
0.0 73.5 82.6 -9.0
0.0 74.2 82.6 -8.4
0.0 66.5 80.0 -13.5
0.0 69.4 83.8 -14.4
0.0 66.3 80.0 -13.8
0.0 73.5 85.8 -12.3
0.0 71.6 85.2 -13.5
0.0 71.0 83.9 -12.9
0.0 60.0 81.9 -21.9
0.0 76.0 86.0 -10.0
0.0 70.0 76.7 -6.7
0.0 63.4 66.9 -3.4
0.0 72.0 76.7 -4.7
0.0 60.6 71.6 -11.0
0.0 69.8 80.3 -10.5 0.0 68.5 73.4 -4.9
Goal2013
GSQ Report - Nov. 2013
Question Nov-13 YTD
Overall Satisfaction 78.6 78.6
Likelihood to Return to this hotel 73.5 73.5
Likelihood to Recommend this hotel 74.2 74.2
OVERALL: Overall Rate Experience of this hotel 66.5 66.5 OVERALL: Overall Service Condition of this hotel 69.4 69.4
OVERALL: Overall Physical Condition of this hotel 66.3 66.3
STAFF: Responsiveness of staff in fulfilling your equests 73.5 73.5
STAFF: Genuine, caring attitude 71.6 71.6
STAFF: Knowledge of taff 71.0 71.0
STAFF: English Speaking Skills 60.0 60.0
STAFF: Efforts of staff in making your stay comfortable 76.0 76.0
Mini Mart: Quality of selling products 66.5 66.5
Mini Mart: Variety of selling products 58.7 58.7
VALUE: Value for Money Paid 60.6 60.6 Mini Mart Average(Inc. Common) 69.0 69.0 Mini Mart Average 62.6 62.6
vs Goal 2012 vs 2012
0.0 78.6 80.7 -2.1
0.0 73.5 82.6 -9.0
0.0 74.2 82.6 -8.4
0.0 66.5 80.0 -13.5
0.0 69.4 83.8 -14.4
0.0 66.3 80.0 -13.8
0.0 73.5 85.8 -12.3
0.0 71.6 85.2 -13.5
0.0 71.0 83.9 -12.9
0.0 60.0 81.9 -21.9
0.0 76.0 86.0 -10.0
0.0 66.5 74.2 -7.7
0.0 58.7 65.2 -6.5
0.0 60.6 71.6 -11.0
0.0 69.0 80.2 -11.2 0.0 62.6 69.7 -7.1
Goal2013
GSQ Report - Nov. 2013
Question Nov-13
Overall Satisfaction 78.6
Likelihood to Return to this hotel 73.5
Likelihood to Recommend this hotel 74.2
OVERALL: Overall Rate Experience of this hotel 66.5 OVERALL: Overall Service Condition of this hotel 69.4
OVERALL: Overall Physical Condition of this hotel 66.3
STAFF: Responsiveness of staff in fulfilling your equests 73.5
STAFF: Genuine, caring attitude 71.6
STAFF: Knowledge of staff 71.0
STAFF: English Speaking Skills 60.0
STAFF: Efforts of staff in making your stay comfortable 76.0
STAFF: Attitude of security staff 65.2
STAFF: security service experience 65.5
Village: Feeling of safety and security inside the village 74.2
VALUE: Value for Money Paid 60.6 Security Average(Inc. Common) 69.7 Security Average 68.3
YTD vs Goal 2012 vs 2012
78.6 0.0 78.6 80.7 -2.1 73.5 0.0 73.5 82.6 -9.0 74.2 0.0 74.2 82.6 -8.4 66.5 0.0 66.5 80.0 -13.5 69.4 0.0 69.4 83.8 -14.4 66.3 0.0 66.3 80.0 -13.8 73.5 0.0 73.5 85.8 -12.3 71.6 0.0 71.6 85.2 -13.5 71.0 0.0 71.0 83.9 -12.9 60.0 0.0 60.0 81.9 -21.9 76.0 0.0 76.0 86.0 -10.0 65.2 0.0 65.2 80.6 -15.5 65.5 0.0 65.5 84.8 -19.3 74.2 0.0 74.2 84.5 -10.3 60.6 0.0 60.6 71.6 -11.0
69.7 0.0 69.7 82.3 -12.5 68.3 0.0 68.3 83.3 -15.0
Goal2013
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