The two pie charts illustrate the feedback from 100 guests regarding the customer service at the Parkway Hotel in two different years, 2005 and 2010.
Overall, it is clear that customer satisfaction at the hotel improved significantly over the five-year period. While the majority of visitors rated the service as merely satisfactory in 2005, the combined proportion of positive responses dominated the results by 2010.
Looking at the positive feedback, the percentage of guests who considered the customer service to be ‘excellent’ experienced a substantial increase, rising from a mere 5% in 2005 to 28% in 2010. Similarly, the proportion of respondents rating the service as ‘good’ more than doubled, growing from 14% to a peak of 39% over the same period. By 2010, these two positive categories accounted for more than two-thirds of the total responses.
Conversely, the figures for the less favorable categories saw a marked decline. In 2005, ‘satisfactory’ was the most common rating, given by nearly half of the guests (45%). However, this figure dropped sharply to 17% in 2010. Negative ratings also decreased noticeably; the proportion of visitors who rated the service as ‘poor’ fell from 21% to 12%, and those who found it ‘very poor’ plummeted from 15% to just 4%.