The organizational goal of a hotel chain is to increase customer satisfaction.Which of the following is NOT a valid performance measure to meet the organizational goal?
A) number of repeat customers
B) number of complaints by customers
C) occupancy rate
D) average room rate

Question

Quizplus · Accepted Answer

The average room rate is not directly related to customer satisfaction. It is a financial metric that measures the average revenue earned per room. In contrast, the number of repeat customers, complaints, and occupancy rate are more directly related to how satisfied customers are with their experience. Repeat customers and fewer complaints indicate higher satisfaction, while occupancy rate can reflect the hotel's popularity and indirectly, customer satisfaction.

The Organizational Goal of a Hotel Chain Is to Increase