US Franchise System (USFS) is the world's fastest growing hotel company. Among its hotel franchises are Microtel Inn & Suites, Hawthorn Suites and Best Inns & Suites. Every three months, employees from a different franchise overseen by USFS conduct customer satisfaction telephone surveys. Among the employees who regularly participate in the survey process are senior managers, who are trained and certified to conduct survey interviews. Which type of interaction activity is USFS using to improve upward communication?
A) Employee suggestions
B) Employee internal satisfaction surveys
C) Research on intermediate customers
D) Executive listening approaches
E) Executive visits to customers

Question

Quizplus · Accepted Answer

USFS is using executive listening approaches, as senior managers are directly involved in conducting customer satisfaction surveys, which facilitates upward communication by allowing executives to hear feedback directly from customers.

US Franchise System (USFS) Is the World's Fastest Growing Hotel