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Guest satisfaction surveys are used to assess and improve guest loyalty. The satisfaction of your guests is not something to take a gamble on. In an ever-crowded field of properties competing for the entertainment and hospitality dollar, it is important for your property to distinguish itself. The best way to do this is by offering a level of customer service and satisfaction that no other casino or hotel can match. However, in order to do this, you need to understand which services are most important to your guests, as well as how you compare to other properties in the offering of those services.
A professionally administered guest satisfaction survey identifies the areas in which you excel and the areas that need improvement. The best way to understand your strengths and weaknesses is through the use of benchmarking information or comparison data. Benchmarking information allows you to understand how your performance in certain areas compares with similar properties. As a result, you can understand exactly how you stack up against your competition, and what you must do to increase your performance and exceed guest expectations.