| Media Release Nov1
Carlar Hospitality Launches Customer Alignment Analysis
Carlar Hospitality, a leader in providing the hospitality industry
with comprehensive customer satisfaction and service standard
databases, launches the “Customer Alignment Analysis (CAA)” to
complement the existing “Customer Perception Analysis (CPA)”.
The “Customer Alignment Analysis (CAA)” has been specifically
designed to analyse whether guest service conforms to and is aligned
with customer needs and expectations. It measures what engenders
guest loyalty and enables our clients to examine important market
Carlar Hospitality employs the following monitoring techniques:
CAA EXPECTATION ANALYSIS
Phase One: examination of customer expectation for a specific service.
Phase Two: summary of level of guest satisfaction.
Results: The “CAA Expectation Analysis” technique identifies
the client base, uncovers valuable market research and defines
how well the hospitality industry is performing to meet the expectations
of its customers.
CAA IMPORTANCE VERSUS PERFORMANCE ANALYSIS
Phase One: measures the overall importance concerning a specific
aspect of customer service.
Phase Two: performance is then measured and the gap between the
Results: The “CAA Importance Versus Performance Analysis” technique
can be utilised to segment customers relative to the order of importance
in service and compiles data on perception of performance.
CAA TOP PERFORMERS ANALYSIS
A “Top Performers Analysis” is executed to enable clients
determine achievable satisfaction goals. This technique examines
what the “Top Performers” are achieving and develops
a profile of the “Satisfied Customer”.
Results: The “CAA Top Performer Analysis” assists management
set a “high bar” for customer service levels. The level
is based on actual “Top Performers” aggregate totals,
presenting management realistic new goals to operate from.
Carlar Hospitality delivers a genuine perspective, fostering growth
and influence in the market place. Since 1990, we have provided
evaluation methods to equip the hospitality industry with a tangible
means in obtaining a higher level of guest satisfaction.
For further information, please contact: Leslie Rochford, CHA,
Phone: 1(250) 764-9798