A Coyle Hospitality Group hotel client was reviewing its comment cards to specifically assess guest satisfaction related to the four food and beverage questions asked of hotel guests. Using this comment card data, Coyle created a short, but specific analysis program that expanded on these four questions. Then, using data gathered by its network of professional, local mystery shopping evaluators, Coyle tested these touch points at very low cost. The results? The hotel company, within a short period of time, was able to complete a nationwide assessment, revealing the dependent variables that had the most impact on hotel guest satisfaction. They found out how to improve the average check and gained valuable information to improve their hotel service standards.
