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When the Grand Seaside Resort was built seven years ago, it was the most upscale and elegant resort hotel in Pensacola, Florida. Two years ago, a new resort opened nearby, and occupancy rates at the Grand Seaside began to decline. Rachel Griggs, Director of Customer Relations, analyzed hotel records and discovered that in the last two years the number of repeat customers was down. To increase repeat business, she decided to implement a customer satisfaction assessment program. Upon checkout, all customers would be asked to complete a short survey about their stay at the hotel. Below are three different questions that could be used to assess customer satisfaction. Which one should Rachel Griggs use? Be prepared to discuss the advantages and disadvantages of each of the options. Moreover, the manager also wants to know the level of measurement (i.e., nominal, ordinal, interval, and ratio) for each option.

Option 1:

Please think of all the things you are satisfied with and all the things you are dissatisfied with about your stay at the Grand Seaside Resort. Where would you rate yourself on the scale below?

Completely satisfied About half satisfied Not at all satisfied

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Option 2: Please answer the following questions based on your most recent stay at the Grand Seaside. Circle the answer that describes your experience at the hotel.

Was the room clean? Yes/ No

Was the room comfortable? Yes/No

Was the staff courteous? Yes/No

Was room service satisfactory? Yes/No

Was the parking adequate? Yes/No

Option 3:

If you had $100 to give as a bonus to the people who served you during your recent stay at the Grand Seaside, how would you distribute the bonus? You can give as much or as little to each person or department, as long as the total for the column sums to $100

Department	Amount
Front desk staff
Room service staff
Housekeeping staff
Bellhop
Concierge
Reservations staff
Other
Total	$100