Exercise 11-2 O’Brien’s Bed and Breakfast operates a small inn in Wilmington, No

Question

Exercise 11-2

O’Brien’s Bed and Breakfast operates a small inn in Wilmington, North Carolina. Kay O’Brien knows that customer service and customer satisfaction are the keys to staying in business. Indicate by placing an X in the appropriate column whether the following measures are leading or lagging, qualitative or quantitative indicators of customer satisfaction for O’Brien’s Bed and Breakfast:

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Leading Lagging Qualitative Quantitative a. customer satisfaction score

X

X

X

X

b. guest room cleanliness score

X

X

X

X

c. annual investment in linens

X

X

X

X

d. employee retention

X

X

X

X

e. return visits per year

X

X

X

X

f. time to respond to reservation requests

X

X

X

X

g. percentage of guest rooms ready at check-in

X

X

X

X

h. employee satisfaction

X

X

X

X

i. customer referrals per year

X

X

X

X

US ien's Bed and Breafest operabessmall inn in winghon orth Carolina. Kay Ovien inovs that customer service and cushomer satisfaction are the keys to staying in business. Indicate by placing an X in the whether the Sollouving measures Leading Lagging h,gest oom cleanliness score t in linens d employee nebention time to respond to reservation requests h, employee satsfaction customer neferralis per year 0

Explanation / Answer

leading lagging Qualitative Quantitative a. customer satisfaction score X X b guest room cleanliness score X X c annual investment in linens X X d employee retention X X e return visits per year X X f time to respond to reservation requests X X g percentage of guest rooms ready at check-in X X h Employee satisfaction X X i customer referrals per yr X X

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