BAP18 practice question 8 of 10
The management of a chain of hotels has decided that one of its Critical Success Factors (CSF) is to provide excellent customer service'. The…
Choose your answer, then check it against the explanation.
The management of a chain of hotels has decided that one of its Critical Success Factors (CSF) is to
provide excellent customer service'. The following measures have been suggested:
a) The number of customers who make use of their m-room mini bar
b) The percentage of customers who use the leisure facilities
c) The number of customers who complain.
d) The percentage of customers who join the hotel loyalty scheme
e) The percentage of customers who return
Which of these are appropriate Key Performance indicators (KPIs) for the GSF 'provide excellent
customer service?
Question 8 of 10
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