Mini Test on Feedback Tools

Which tool is best for obtaining detailed feedback immediately after a service interaction?

• Total market survey

• Mystery shopping

• Transactional survey

• Annual survey

What is a common limitation of total market surveys?

• Low response rates from participants

• Limited sample size

• In-depth feedback

• Limited questions per process

A travel agency wants to ensure that their frontline staff consistently deliver high-quality service. They decide to evaluate the staff's performance secretly. Which tool should they use?

• Focus group discussions

• Transactional surveys

• Mystery shopping

• Total market survey

Which method involves qualitative feedback often used to get ideas for service improvement?

• Unsolicited customer feedback

• Annual surveys

• Total market surveys

• Mystery shopping

A hotel chain wants to understand the overall satisfaction of its guests with their stay. They plan to collect data from all their properties worldwide over the past year. Which feedback collection tool should they use?

• Transactional surveys

• Mystery shopping

• Total market survey

• Focus group discussions

A resort wants to gain insights from specific customer segments, like families and couples, to tailor their services better. Which tool should they use?

• Total market survey

• Focus group discussions

• Service feedback cards

• Annual survey

A travel agency occasionally gets phone calls from clients providing feedback on their services. They start recording these calls to better understand customer satisfaction and dissatisfaction. Which feedback collection tool does this represent?

• Focus group discussions

• Unsolicited customer feedback

• Online reviews

• Annual survey

A hotel notices a decline in bookings and wants to understand the reasons behind it. They decide to analyze recent guest comments on travel websites to gather insights. Which feedback collection tool are they using?

• Focus group discussions

• Service feedback cards

• Online reviews

• Annual survey

An advantage of using mystery shopping in tourism feedback is:

• It provides detailed feedback on specific transactions

• It captures a wide range of customer opinions

• It is the most cost-effective method of feedback collection

• It allows the observation of staff behavior in real-world scenarios

Which of the following is a benefit of using service feedback cards in hotels?

• Provides a good indicator of process quality

• Guarantees high response rates from all guests

• Offers real-time feedback for immediate improvements

• Always includes a representative sample of all guests