Daily Research News Online no. 1403 - Hotel Customer Service Falters

Hotel Customer Service Falters

January 31 2002

Latest figures from Taylor Nelson Sofres Hospitality and Leisure (TNS H&L) show a significant drop in customer service performance across the UK hotel industry in the three months following the September terrorist attacks in America.

The research shows a general decline across the 71 customer service delivery standards tracked each month by TNS H&L, with a noticeable decline across the five key service delivery measures in both London and the rest of the UK:

Would you recommend the hotel falling from 76% to 69% in London.

Did you feel you received value for money falling from 68% to 62% in London.

Did you receive a friendly, professional service at check in falling from 93% to 86% in London.

On checkout were you thanked and offered a friendly parting comment falling from 85% to 81% in London.

Were you acknowledged at breakfast falling from 91% to 78% in London.

The results are based on more than 650 mystery guest inspections of hotels across the UK, carried out in the three months before and the three months after September 11th. Further findings from the qualitative element of the study also indicate a drop in customer service standards.

Post-September 11th comments included:

'Many of the staff seemed lethargic and depressed.'
'Staff appeared unhappy in their roles and no one smiled.'
'I was ignored for five minutes before being served and when they eventually got to me they were unfriendly.'

According to Stuart Scher, Chairman, TNS H&L 'It is interesting to see such a dramatic drop in service performance and leads to the question of why this has happened. One possible explanation may be that hotels have shed many staff in the post-September 11th period and as a result customer service has suffered. The results would suggest that hotel managers need to ensure that they retain a well-trained and happy workforce in order to achieve good customer service levels. Clearly maintaining the right staffing levels is a key part of ensuring guest satisfaction.'

Taylor Nelson Sofres Hospitality & Leisure (TNS H&L) is the specialist Hospitality Industry team within Taylor Nelson Sofres. With over 100 hospitality industry researchers around the world, TNS H&L provides global customer satisfaction and brand audit programmes for many of the industry's leading players.

All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.

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Hotel Customer Service Falters

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