![]() ![]() It’s easy to get stuck in this reactionary cycle where you constantly put out fires, robbing yourself of the opportunity to work toward your goals. When you focus too much time on urgent tasks, you neglect the important ones on your to-do list. Humans prioritize time-sensitive tasks over any other task, regardless of the long-term payoffs. This is a costly and emotionally draining way to spend your time. You could spend hours putting out fires and, at the end of the day, be no closer to reaching your long-term goals. The results show a dramatic improvement in satisfaction.Being busy is not the same as being productive. We also suggested that they provide a few free water bottles in the guest’s room.Ī few months after the client rolled out these improvements, we conducted a follow up study of a different and new group of customers. We suggested that it should remodel the business center by opening the space up, reduce the number of computers to one, replace the printer to a wi-fi printer so hotel guests can connect and print with their own devices, and use the extra space for a self-serve coffee and self-checkout station. Example Recommendationsīased on these findings, we recommended that the hotel re-allocate resources from the business center to improving the check in/out process and general conveniences to the customers. Most of the customers would not appreciate any improvements in the pool. Because the hotel is located closer to businesses and away from family attractions, it does not appeal to a lot of families with small children who would actually use the pool. The pool service fell into this quadrant. This quadrant is considered an area of low priority because improvement in this area will not significantly affect a customer’s decision to stay at this hotel. ![]() This quadrant is where the services were rated low in satisfaction and low in importance. Low Priority and Low-Rating / Bottom-Left The customer can consider reducing spend in the business center. Because a lot customers bring a smart device with them, these shared computers are not seen as necessary. The business center fell into this quadrant because in this hotel there were four computers and a printer in its own room. You can consider these services as money in the bank. This quadrant is considered an area of secondary strength because any changes in improvement in this area will not significantly affect the customer’s satisfaction level. This quadrant is where the services were rated high in satisfaction and low in importance. Low-Priority but High-Rating / Bottom-Right The Check In/Out service and General Convenience fell into this quadrant. Because the customers have identified these services as high in importance, if you ignore their concerns, you risk the possibility of losing these customers to the competition. This quadrant is considered an area of concern. This quadrant is where the services were rated low in satisfaction and high in importance. The general advice to the hotel client is to keep doing what it is doing in this area because its customers loves it and finds it important. Rooming cleanliness and easy reservation fell into this quadrant. This quadrant is considered an area of strength, and why customers keep coming back. This quadrant is where the services were rated high in satisfaction and high in importance. High-Priority and High-Rating / Top-Right The customers’ ratings fell into four quadrants. The importance and satisfaction matrix is a common tool to show how a large group of people would rate certain services on the scales of importance and satisfaction.įor purposes of illustration, we will use a recent quantitative study on a boutique hotel. One of the best tools for understanding where to allocate precious resources for companies is using the importance and satisfaction matrix to identify what kinds of improvements will reap the highest benefits from the stakeholder’s perspective. What is quadrant analysis? Priority Analysis ![]()
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