Tuesday, 13 November 2012

Annual Guest Survey Results



In April 2012 the Belmore Court sent out its seventh annual guest survey to gather feedback from those who had stayed in the previous 12 months. We sent out almost 5000 surveys both online and by post. There was a geat response with more than 15% replies helping us to improve our service and facilities.

As an incentive we offered 3 x two night breaks to encourage guests to complete the information. The winners of these are:

Jacqueline Walker, Lisburn
Gwen Ross, Omagh
R Niblock, Belfast

 

It is fantastic to read that more than 98% of respondents found the booking process to be Excellent or Very Good. Comments include; Clear & Concise Information given to me, online system easy to use, Very straightforward easy-peesy, Excellent video presentation on website, Informative and friendly manner of staff who took booking was one of the deciding factors in choosing Belmore Court, Very helpful staff on reception! Their friendliness persuaded me that the Belmore would be a good choice and I was right!

 

It was a credit to the reception team that no one felt that the welcome or service at reception was poor and that 99% thought the 1st impressions, welcome, service and booking accuracy were either very good or excellent. This is reflected in the comments; 100%. Never met a nicer girl than one at reception. Couldn't do enough to please, Made to feel very welcome - delighted with service, Excellent all round service, room, staff and night porter, Everything well organised! Great hospitality on arrival!

 

It is also a credit to the housekeeping department that 98% or guests found the cleanliness of the room to be very good or excellent. And that 96% found the maintenance with a similar breakdown of scores. Comments included; Really lovely - especially a good bed for back problems!, Magnificent, Very attractive rooms with up to date in house facilities, professionally maintained to a very high standard. A number of comments were like this one; Decor was dated, facilities in motel room substandard. As a result we have updated these rooms.

 

Continental Breakfast - It is positive to see that 95% of customer found the hosts friendly – 2 percentage point increase from last year. 95% also found the quality to be Very good or excellent – 9 percentage point increase from last year. 88% were very happy with the choice. Once again an increase – this time 13 percentage points.

99% of respondents would consider staying again with 69% definitely booking with us. (15% increase ). Disappointingly 4 people would not stay again. Comments: No complaints; Great location friendly staff; I would certainly consider staying again. Would try lodge next time; You can’t be beaten – quality & value; hoicealways.100% we will;

 

Less than 1% found our accommodation not to be value for money. Comments: Excellent value; Superb value for money; reasonably priced.

 

More than 90% of our guests felt that we achieved our Vision. Comments: Yes and have exceeded it; Good progress towards it; Excellent experience; Under promise & over deliver; Good security; Staff made it special; really enjoyed BC; Pity no bar/restaurant; Far surpassed other accommodation; Exceeded your vision; BELMORE(Best Enniskillen Leisure – More Opportunities to Relax and Enjoy.



 

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