The pictorial diagram illustrates the ranking of customer service in the Parkway Hotel. Same question was asked to 100 guests in 2005 and 5 years later.
It is hard not to notice that, In 2010, people rated service higher that it was in 2005. Mainly they rated it as “excellent” and “good”. The indicators of rate “very poor” and “poor” felt.
It is clear that the major assessment in 2005 was “satisfactory”, 45% of interviewed were satisfied about customer service. Only 5% gaved the highest rate “Excellent”. Other group evaluated accommodation as “Good” around 14%, almost one fifth of consumers chose “Poor” in the questionnaire. 15 people were disappointed about a client support and rate it as “Very poor”.
In 2010 the situation became absolutely opposite, hotel’s rank increased in a good way. A large number of people said that service was really “Good”. 28% of interviewed gave the rank “Excellent”. The rank of “Satisfactory” decreased to 17%. Only 16 guests didn’t like customer care, 12 of them chose “Poor” as a rank and 4 clients ranked it as “Very Poor”.