A hotel has the following organizational goal: Increase customer satisfaction of overnight guests by 50%.Which is the best performance measure of the organizational goal?
A)number of new employees trained
B)turnover rate of hotel employees
C)overall rating on guest satisfaction survey
D)percent of guests paying by credit card

Question

Quizplus · Accepted Answer

The overall rating on guest satisfaction survey directly measures the goal of increasing customer satisfaction, and is therefore the best performance measure to track progress towards the organizational goal. The other options are not relevant or do not directly relate to the goal of increasing customer satisfaction.

A Hotel Has the Following Organizational Goal: Increase Customer Satisfaction