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An empirical study of customer comment card quality and design characteristics

An empirical study of customer comment card quality and design characteristics The use of comment cards is a very popular method for obtaining customer feedback in the hospitality industry. An investigation was made regarding the current status of comment card usage in hotel‐restaurants offering high quality, Sunday champagne buffets, in Las Vegas, Nevada, USA. Cards were assessed with regard to frequency and mode of availability, information content, service quality, card design, and management follow‐up. Although 81 per cent of the buffets made use of comment cards, problems were found with accessibility, comprehensiveness of information, questionnaire design principles and frequency of call‐backs. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Contemporary Hospitality Management Emerald Publishing

An empirical study of customer comment card quality and design characteristics

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References (9)

Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0959-6119
DOI
10.1108/09596119710164641
Publisher site
See Article on Publisher Site

Abstract

The use of comment cards is a very popular method for obtaining customer feedback in the hospitality industry. An investigation was made regarding the current status of comment card usage in hotel‐restaurants offering high quality, Sunday champagne buffets, in Las Vegas, Nevada, USA. Cards were assessed with regard to frequency and mode of availability, information content, service quality, card design, and management follow‐up. Although 81 per cent of the buffets made use of comment cards, problems were found with accessibility, comprehensiveness of information, questionnaire design principles and frequency of call‐backs.

Journal

International Journal of Contemporary Hospitality ManagementEmerald Publishing

Published: Jun 1, 1997

Keywords: Customer satisfaction; Feedback; Restaurants; Service quality; USA

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