Customer Satisfaction Data at Overu Hotel Ltd.

Deskripsi Project :

Study case Understanding Business Problem and actionable metrics

Deck Link:

HERE

Skill Sets:

Data Understanding, Problem Understanding

About

This individual project was conducted as part of the RevoU Business Understanding module, with primary focus on establishing a strong foundation in business fundamentals. I was responsible to formulate appropriate hypotheses and recommend the most suitable performance metrics to address specific business objectives.

✅ I successfully completed this assignment with a perfect score.

Context

The context of this project revolves around the hospitality industry, particularly focusing on the operational frameworks within which businesses like Overu Hotel Ltd. operate. Understanding the organizational hierarchy and context is crucial, as it sets the stage for identifying challenges and opportunities within the business. The project considers various factors influencing the hotel’s performance, such as market dynamics, customer expectations, and internal processes, which are essential for framing the issues to be addressed.

Problem

💡How to improve Check-In/Check-Out Experience rate satisfaction from 2.2 to 4.0 within one year?

The primary problem identified within Overu Hotel Ltd. is the declining customer satisfaction levels, which pose a risk to customer loyalty and overall business performance. Data analysis indicates that various factors contribute to this issue, including inadequate service delivery, delayed response times, and a lack of personalized experiences for guests. The management is keen to pinpoint specific areas for improvement and prioritize actions that will address the most pressing concerns effectively.

Objective

The main objective of this project is to address the identified problem and provide effective solutions that enhance the overall process involved. By understanding the challenges faced, the project aims to formulate strategies that not only rectify the issue but also contribute to long-term improvements in the relevant area.

Processes and Considerations

The project involves several critical processes aimed at improving customer satisfaction at Overu Hotel Ltd. Firstly, an extensive analysis of customer satisfaction data is conducted, focusing on the check-in/check-out experience, which is pivotal in shaping customer perceptions. The Net Promoter Score (NPS) survey data is analyzed to identify key areas of concern, such as staff friendliness, efficiency, and clarity of processes.

Considerations during this process include ensuring stakeholder engagement from the management team to the customer experience crew, as their insights and observations are vital for uncovering underlying issues. Additionally, the scope of analysis is limited to specific hypotheses focused on the impact of the check-in/check-out process on customer dissatisfaction, helping to streamline efforts and prioritize solutions effectively.

STEP 1

DEFINING DARCI

In creating decision making, DARCI framework is powerful to define clarity of roles and responsibility. It helps us to oversee business flow, and people contributed in certain process.

Below listed the stakeholders involved in this project:

STEP 2

ROOT CAUSE ANALYSIS

To guarantee the data's capacity to yield valuable insights, I compiled a list of potential areas of focus, which could serve as the foundation for reliable root cause analysis.

STEP 3

HYPOTHESIS & METRICS DEVELOPMENT

Taking basis on possible root causes, hypothesis and key metrics are determined to answer the high-attrition issue.

The metrics suggested was developed based on the points mentioned in hypothesis, particularly referring to employee satisfaction, salary and benefits, professional growth, leadership (stress and workload point would be merged into leadership, as it often causes by team management style differences), and team engagement.

Result

Key Findings : The analysis of customer satisfaction data revealed several crucial insights. Firstly, the check-in and check-out processes significantly impacted overall customer satisfaction, with notable dissatisfaction stemming from delays and lack of staff engagement. Additionally, the data indicated that clarity in communication during the check-in process is essential for creating a positive customer experience.

Lessons Learned : A pivotal lesson learned from this project is the importance of data-driven decision-making. The findings emphasized the necessity of regularly assessing customer feedback and responsiveness to adapt strategies accordingly. Engaging with stakeholders throughout the process also proved valuable; their insights contributed to a more comprehensive understanding of the challenges faced. Ultimately, the project highlighted that continuous evaluations and improvements are vital for sustaining customer loyalty in the competitive hospitality industry.