Customer Satisfaction Survey - Edited

7/27/2019 Customer Satisfaction Survey - Edited

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School of Architecture, Building and Design,Taylors University Page 1

Occupant Survey Questionnaire

This questionnaire is about occupants reaction to their environment. We areconducting an evaluation of the hotel facilities to assess how well they perform forthose who occupy them. This information will be used to assess areas that needimprovement, provide feedback for similar buildings and to help us better manage theenvironment.

Responses are anonymous. Please answer all the relevant questions.

Part 1

1. Gender

Male: Female

(Please tick)

2. Occupation: ______________________________________________

3. Purpose of the visit/stay: (Please tick)

Holiday and LeisureLunch, Hi-Tea or DinnerUse of facilities provided such as spa, gym, golfing etc.Business Meetings

Attending seminar/conference/workshopTeambuildingOthers

4. How many times of your visit here (Please tick)

1 2 3 4 5 >5

5. If you have visited for more than one time, please state the reason for coming back here

6. Time in buildinga. How long do you spend in the building each day? (Please tick)

Hours 8

Part 2: Location in building

7. LocationIn an average day of stay/visit, how much time do you spend in the following types of space?

a: Room (Please tick)

Hours 0-2 2-5 5-8 8-12 12-15 15-18 18-20 20-24

b: Caf/Restaurant (Please tick)

Hours 0-2 2-5 5-8 8-12 12-15 15-18 18-20 20-24


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c: Spa (Please tick)

Hours 0-2 2-5 5-8 8-12 12-15 15-18 18-20 20-24

d: Gymnasium (Please tick)

Hours 0-2 2-5 5-8 8-12 12-15 15-18 18-20 20-24

e: Meeting room/hall(Please tick)

Hours 0-2 2-5 5-8 8-12 12-15 15-18 18-20 20-24

f: Lobby Lounge (Please tick)

Hours 0-2 2-5 5-8 8-12 12-15 15-18 18-20 20-24

8. Please rate the overall quality of the following areas:(Please tick)

a: Rooms Poor 1 2 3 4 5 6 Excellent

b: Caf/Restaurant Poor 1 2 3 4 5 6 Excellent

c: Spa Poor 1 2 3 4 5 6 Excellent

d: Gymnasium Poor 1 2 3 4 5 6 Excellent

e: Meeting room/hall Poor 1 2 3 4 5 6 Excellent

f: Lobby lounge Poor 1 2 3 4 5 6 Excellent

Building Generally

9. Security

a. Personal safety: How safe do you feel in the building?(Please tick)

Unsafe 1 2 3 4 5 6 Very safe

b. What aspects of the environment contribute to feeling safe? (Please tick)

i). Visibility of security personnel

Not significant 1 2 3 4 5 6 Very significant

ii). Access control to the building


iii) Security zoning (access controls to parts of building)


iv).Lighting



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v) Spatial configuration (i.e. relatively large uncluttered spaces)

Not significant 1 2 3 4 5 6 7 Very significant

10. Accessibility (can you get into it, can you get around the building easily)

a). How accessible is the building from the street? (Please tick)

Not accessible 1 2 3 4 5 6 Very accessible

b). How easy is vertical circulation?

Very difficult 1 2 3 4 5 6 Very easy

c). How easy is horizontal circulation?

Very difficult 1 2 3 4 5 6 Very easy

11. CleanlinessOverall, how clean is the building? (Please tick)

Dirty 1 2 3 4 5 6 Clean

12. Please rate your satisfaction with the following areas:(Please tick)

a: Rooms Verydissatisfied

1 2 3 4 5 6 Very satisfied

b: Caf/Restaurant Very

dissatisfied


c: Spa Verydissatisfied


d: Gymnasium Verydissatisfied


e: Meetingroom/hall

Verydissatisfied


f: Lobby lounge Verydissatisfied


Location specific: Rooms / Caf/Restaurant / Spa / Gymnasium / MeetingRooms/Halls / Lobby Lounge

13. Air qualitya). Does the air quality in this part of the building enhance or interfere with your activity?(Please tick)i. Rooms

Enhances 1 2 3 4 5 6 Interferes

ii. Caf/Restaurant



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iii.Spa


iv.Gymnasium


v.Meeting room/hallEnhances 1 2 3 4 5 6 Interferes

vi.Lobby lounge


b) Is the air humid or dry?(Please tick)

i.Rooms

Too humid 1 2 3 4 5 6 Too dry

ii.Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge


c) Is there air movement? (Please tick)

i. Rooms

Still 1 2 3 4 5 6 Good circulation

ii. Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge



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f) Do you have control over ventilation? (Please tick)

i.Rooms

No control 1 2 3 4 5 6 Full control

ii.Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge


14. Temperaturea). Does the temperature in this part of the building enhance or interfere with your activity?(Please tick)

i.Rooms


ii.Caf/Restaurant


iii.Spa Enhances 1 2 3 4 5 6 Interferes

iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge


b) Is the temperature too cold or too hot? (Please tick)

i.Rooms

Too cold 1 2 3 4 5 6 Too hot

ii.Caf/Restaurant


iii.Spa


iv.Gymnasium



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v.Meeting room/hall


vi.Lobby lounge


c) Do you have control over heating/cooling? (Please tick)

i.Rooms


ii.Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge


15. Noise

a). Does the acoustic quality in this part of the building enhance or interfere with activity?(Please tick)

i.Rooms


ii.Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hallEnhances 1 2 3 4 5 6 Interferes

vi.Lobby lounge


b) Is there significant distraction from noise outside the space? (Please tick)

i. Rooms


ii. Caf/Restaurant



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iii.Spa


iv.Gymnasium


v.Meeting room/hallNot significant 1 2 3 4 5 6 Very significant

vi.Lobby lounge


16. Lighta). Does the lighting quality in this part of the building enhance or interfere with your activity?(Please tick)

i. Rooms


ii.Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby loungeEnhances 1 2 3 4 5 6 Interferes

b) Is there too much or too little natural light? (Please tick)

i.Rooms

Too little 1 2 3 4 5 6 Too much

ii.Caf/Restaurant


iii.Spa


iv.Gymnasium

Too liitle 1 2 3 4 5 6 Too much

v.Meeting room/hall


vi.Lobby lounge


c) Is there too much glare from the sun / natural light? (Please tick)

i. Rooms Too little 1 2 3 4 5 6 Too much


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ii. Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge


d) Is there too much or too little artificial light (Please tick)

i. Rooms


ii. Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge


e) Is there too much glare from artificial light? (Please tick)

i. Rooms


ii. Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge


f) Are the blinds / shutters effective in blocking out natural light? (Please tick)


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i. Rooms

Not effective 1 2 3 4 5 6 Very effective

ii.Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge


g) Do you have control over artificial lighting? (Please tick)i. Rooms


ii. Caf/Restaurant


iii.Spa


iv.Gymnasium


v.Meeting room/hall


vi.Lobby lounge


16. General CommentsHow satisfied are you with the building overall? (Please tick)

Very dissatisfied 1 2 3 4 5 6 Very satisfied

If you have any additional comments that you would like to make about any aspect of thehotel environment please note them here. If relevant to a particular question please give thequestion number.

Thank you very much for sparing the time to complete this questionnaire.

Customer Satisfaction Survey - Edited

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Transcript of Customer Satisfaction Survey - Edited