6 Questions
Which of the following is NOT a category of complaints in the Complaints Management Process?
Unusual
What is the recommended approach when dealing with a guest complaint?
Investigate and do research about the events
What is the purpose of the Corrective Actions step in the Complaint Management Process?
To identify the main reason of the complaint
Which of the following best describes the Net Promoter Score (NPS)?
The difference between the percentage of Promoters and the percentage of Detractors.
What is the range of the Net Promoter Score (NPS)?
-100 to 100
What does a positive NPS indicate?
Good customer satisfaction
Study Notes
Complaints Management Process
- There are categories of complaints in the Complaints Management Process.
Dealing with Guest Complaints
- The recommended approach when dealing with a guest complaint is not provided in the text.
Corrective Actions Step
- The purpose of the Corrective Actions step in the Complaint Management Process is not provided in the text.
Net Promoter Score (NPS)
- NPS is a measure of customer satisfaction.
- NPS is calculated based on customer responses to a specific question about their likelihood to recommend a product or service.
- NPS is a widely used metric in customer experience management.
NPS Range and Indication
- The range of the Net Promoter Score (NPS) is -100 to +100.
- A positive NPS indicates that a company has more promoters than detractors, suggesting a healthy customer relationship.
Test your knowledge of complaint management processes in the hospitality industry. Learn how to identify and categorize guest complaints, as well as follow up with appropriate corrective actions.
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