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HQm

Hotel Quality measurement

HQm is a software application designed for hotel companies which makes it possible to measure objectively and systematically the quality of service focusing on two parameters: the Quality Delivered to the customer, based on the objectives of the company (control of standards application), and the Perceived Quality, based on levels of end consumer satisfaction.

It is evident that the Quality Delivered to the customer by a company must be at least equal to the Quality Planned by the company and the Quality Perceived by the customer. However, the surveys and evaluation processes of the Quality Delivered to the customer in relation to the Quality Planned by the company’s management and the Quality Perceived by the end consumer often require easy and objective surveys, as well as professional evaluations able to identify the problems.

We have created HQm to meet the increasing requests of companies to ensure the control over the service, optimizing the time required by employees to process surveys and transfer the information.

By logging into HQm and entering your own credentials (username and password), you can:

› update and control the data on self-control activities, by using checklists customized on the basis of current operating standards (HQm Standard).

› monitor and analyze the data resulting from the customer satisfaction analysis made by sending a satisfaction survey to the customer (HQm Customer).

Report

At the end of a given period (monthly, weekly, daily) HQm Customer, as well as HQm Standard, evaluates the responses of all completed surveys and provides a report for the company.

The results are numerical grades on a scale from 1 to 100, indicating a satisfaction index in terms of Quality Perceived, which refers to each department or to the whole structure (the questions in the survey are divided into functional areas, which can be changed and grouped according to the need of the analysis).

Furthermore it is possible to get an overview over the history of sent surveys and monitor the performance of the Customer Satisfaction score achieved over time.

HQm Standard

The idea behind the application is that a 360° analysis of business performance leads to an increased focus on the end consumer and may, in any case, allow the company to increase its performance through the professional growth of each human resource.

The use of the application starts with the delivery of a tablet and access credentials to the person in charge of carrying out the survey. After the login, you can select the functional area of reference and see all checklists related to this area, ready to be used for the survey. Each control (checklist) can be associated with the respective operator or operators.

The checklists that the person in charge of the surveys sees upon login to the system have previously been built and identified in accordance with the company’s Management on the basis of operating standards. These are then loaded to the system together with the list of the employees (which can be changed autonomously at any time). The person in charge of the survey will simply call up the checklist of the concerned department and highlight the "Meet" or "Below" item, to indicate whether the standard is respected or not. This must be done for each entry of a checklist and after having filled in all the items of the checklist you should click the "Save" button.

In this way, after all the checklists have been compiled over a given period, the application automatically processes the data from the surveys and returns statistics and reports with scores on the performance achieved by every employee, department, and the entire group, in case of more hotels operating under the same brand.

An increased number of surveys will give a greater reliability of the final result referring to the current level of Quality of the Service provided.

HQm Customer

A continuous measurement of the customer satisfaction is the best way for a company's success in commercial and image purposes. From a purely statistical approach, the higher the number of feedback each hotel company can collect from its customers, the greater the reliability of the received data.

HQm Customer has been developed to allow companies to make the information flow between the customer and the company ("Voice of the Customer") easier, starting from the creation of a targeted survey based on operating standards of service. Through an advanced system, this application enables the automatic acquisition of customers’ e-mail addresses and makes it possible to send out the survey to the customer after his departure (check out).

Once back home, the customer receives an e-mail invitation to complete the survey, which can be filled out in a short time with his own assessments. Afterwards it can be transmitted to the system with a simple "click". The application allows specific distribution lists in order to contact a precise customer target group or specific customer niches.

Only by knowing the customers opinions it is possible to understand their needs, to analyze their problems and to adopt all necessary improvement actions for increasing the customer satisfaction and loyalty.

At the end of a given period (monthly, weekly, daily) HQm Customer, as well as HQm Standard, evaluates the responses of all completed surveys and provides a report for the company.

The results are numerical grades on a scale from 1 to 100, indicating a satisfaction index in terms of Quality Perceived, which refers to each department or to the whole structure (the questions in the survey are divided into functional areas, which can be changed and grouped according to the need of the analysis).

Furthermore it is possible to get an overview over the history of sent surveys and monitor the performance of the Customer Satisfaction score achieved over time.

The use of the two applications at the same time allows the hotel management to check on a monthly basis the data collected for the Quality Delivered and for the Quality Perceived, obtaining useful data for a precise identification of the critical areas and the internal resources requiring training sessions. This is achieved by using information coming from internal controls as well as feedbacks provided by customers.