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For group-oriented properties, measuring meeting and event planner satisfaction
may be as important as measuring guest satisfaction. An effective meeting planner
satisfaction system should:
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| - Measure in real time the satisfaction of a property’s planners
- Accurately measure planner satisfaction with all relevant aspects of the planner’s
experience, overall and by group segment, visit frequency, etc.
- Utilize a sophisticated survey design with branching and “if-then” probing
- Provide easy access to the performance ratings, marketing information and planner
comments in a state-of-the-art, online Management Reporting System (“M.R.S.”)
- Provide the diagnostic information to address specific areas needing improvement
- Compare the property’s performance ratings to the goals it may set
- Benchmark the property's performance to that of similar-quality properties
- Measure the Net Promoter Score (“NPS”) for the Likelihood to Recommend and, if desired,
all attributes
- Enable a review of the performance ratings and marketing information for any specified
date range
- Facilitate a quick email response to guests, when appropriate
- Serve a dual purpose as a marketing information system
- Include complimentary consultative support to maximize the value of the feedback
to the property
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Our research has been carefully designed to meet each of these requirements. It
is the most comprehensive, independent feedback system in the industry, with its
value having been proven time and time again. Not simply a mini-survey, it is for
those who are truly serious about planner satisfaction and retention.
Importantly, this meeting and event planner satisfaction research can be a critical
measurement component of a comprehensive, Integrated Quality Assurance System that
includes performance standards, guest service training and mystery shopper inspections.
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