The two pie charts present how guests evaluated the customer service of the Parkway Hotel in 2005 and in 2010.
In 2005, the majority of visitors described the service as either satisfactory or below that standard. By 2010, however, opinions had improved considerably, with most guests giving positive feedback, mainly in the categories of “good” or “excellent”. Overall, customer satisfaction increased significantly over the five year period.
Overall, customer satisfaction increased significantly over the five-year period. In 2005, nearly half of respondents (45%) rated the service as satisfactory, making it the dominant category. Negative assessments were also common, with 21% choosing poor and 15% very poor. Only 14% considered the service good, and only 5% gave it a very good rating.
By 2010, the distribution of ratings had shifted toward much more positive opinions. Very good ratings increased more than fivefold to 28%, and the proportion of guests who considered the service good rose to 39%. Meanwhile, the proportion giving negative feedback declined sharply, with poor service falling to 12% and very poor to just 4%, while the figure for satisfactory fell to only 17%.