The two pie charts illustrate the results of customer surveys carried out at the Parkway Hotel in 2005 and 2010, where 100 guests rated the quality of customer service.
Overall, it is clear that customer satisfaction improved significantly over the five-year period, with a notable increase in positive feedback and a reduction in negative evaluations.
In 2005, almost half of the respondents (45%) described the service as satisfactory, making it the most common response, while only 14% rated it as good and a mere 5% considered it excellent. In contrast, a substantial proportion expressed dissatisfaction, with 21% reporting poor service and 15% stating it was very poor.
By 2010, the distribution had shifted considerably. The share of guests who rated the service as excellent rose sharply to 28%, while those reporting good service nearly tripled to 39%. Conversely, negative feedback declined: poor ratings dropped from 21% to 12%, and very poor assessments fell from 15% to only 4%. Meanwhile, the proportion of guests who considered the service satisfactory halved from 45% to 17%.
In summary, the Parkway Hotel experienced a marked improvement in customer perceptions between 2005 and 2010, with positive ratings becoming dominant and negative evaluations greatly reduced.