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A project to make businesses more aware of their customer experience, and how to fix it. By Mark Hurst. |
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Previous: Reuters copyright statement | Main | Next: United Airlines customer service link
July 29, 2006 12:03 AM
Broken: Marriott survey
Klaus Johannes Rusch writes in:
The Marriott invites guests to participate in an online survey about their experience at the Marriott hotel restaurants. But it's impossible to fill out, for two reasons:
1. The survey's website address and access code are printed on the guest check, which the restaurant keeps when you leave. (I had to write them down on a separate piece of paper to even get to step 2.)
2. Once online, I could not get past the first question after I input the access code because, surprise, you also need to know the waiter number, which can only be found on the guest check.
There should have been clearer instructions on the guest check stating what information would be needed to complete the survey.
Here's a better question we'll never know the answer to. . . Do they actually track the percentage of responses, and maybe try to figure out why it's (probably) extremely low?
And which part of the system is broken - maybe the staff is supposed to provide the customer with guest check. Or did the survey designers simply Assume this, without actually verifying the process?
>> i get so close to being first...
>> Posted by: arandomhobo at Jul 29, 2006 12:29:48 AM
And yet you still offer nothing useful to the discussion. Please just go away if you're not going to be a productive member of this forum.
I'll also add that requiring redundant information is definitely Broken in the survey process. They apparently have a unique code to identify the check - then why ask for the Server number, which should also be linked to that check?
It seems broken because this information should be printed on a receipt that the guest keeps for his own records. Do these restaurants still use hand written checks?
Anyway, it could be a simple matter of the restaurant staff knowing that they would be rated poorly on a survey and keeping the information from customers to prevent them from participating in the survey. I have seen this before. Holiday Inn used to mail out surveys to frequent guests. Several hotels I stayed at had notices that if there was anything about your stay that you would not rate a '10' that you should inform management. The only problem with this is that usually there was nothing that could be done to avoid a lower score. Almost every hotel I've stayed at in the past couple of years I have dinged for low shower pressure. I even informed the manager about it once. Nothing could be done.
Broken: the establishment keeping the guest check. If they need a copy for their records, they should print themselves a store check.
@ arandomhobo: Posting 'first' is not a bad thing, nor is it banned on this forum. But, noting first should only ever be done by the first poster, never in response,,, AND the first poster should also have something valid to say about the topic. Thanks
"If they need a copy for their records, they should print themselves a store check."
Print? Broken. Why not save some paper and just save them via computer.
_@_v - so make up a 2 or 3 digit number. if waiter number '666' keeps getting low marks at places he isn't even working at that so be it...
Again, it is apparent that the customer is supposed to recieve the 'guest check'. Isn't it called a guest check because it is to be issued to the guest?
@ John : Just a note, but I specified that the store check should be printed to paper. It is quite possible that for environmental protection and ease of searching archives, the store will print to file, such as a simple script to redirect output through a text editor,,, or, even easier, to print to PDF file. Thanks!!
Great example of how good customer experience requires a holistic view across different channels, departments, etc to make it work.
I can't believe no one tested this process. Maybe someone designs the check, and someone else designs the survey, and they don't care about the other.
Comments on this entry are closed
Previous: Reuters copyright statement | Main | Next: United Airlines customer service link
First.
I suppose you could use the convenient laptop computer provided by the waiter at the table in the dining room.
Posted by: tartan at July 29, 2006 12:17 AM