Mapping and measuring customer satisfaction in the hospitality industry

Understanding the customer is an absolute prerequisite for creating a good experience. For satisfied customers and customer loyalty in the hospitality industry, it is at least as important to maintain a dialog with existing customers as it is to attract new ones.

About the course

In this course you will learn how to measure customer satisfaction in hospitality businesses and common reasons why businesses fail to create satisfied customers. The course presents tools to analyse where failures can occur and how a description of the service process can be used to make the business more efficient.

What will you learn?

• Marketing
• Service marketing
• Service quality
• The tourism industry
• Customer satisfaction in tourism businesses
• Customer expectations

After the course you will be able to...

• Identify and describe how to measure customer satisfaction
• Identify and analyse the causes of dissatisfied customers
• Identify and analyse where failures can occur
• Map and analyse the production and consumption of services using process mapping (blueprinting).

Who is the course for?

The course is aimed at those who work or plan to work in the hospitality industry or those who are interested in tourism issues and service quality. The course corresponds to basic university level. You are assumed to have theoretical knowledge corresponding to general eligibility for university studies. In addition, you are also required to have completed the course "Customer satisfaction in tourism companies".

How to register

• Register here External link, opens in new window.
  The course is given on the education platform FutureLearn.