gsq 2013 analysis results

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


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


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


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


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


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


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


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


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


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


Question Nov-13 YTD











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


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


Question Nov-13 YTD











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


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


Question Nov-13 YTD











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


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


Question Nov-13 YTD











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


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


Question Nov-13 YTD











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


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


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

gsq 2013 analysis results

Documents