Customer Satisfaction
Topline's customer satisfaction measurement program was developed by the people who designed and implemented Marriott Hotels' state-of-the-art guest satisfaction system. It includes a proprietary "Key Driver" tool that automatically identifies those areas of your operation which, if improved upon, will have the greatest impact upon your business.
Resource Allocation Program
RAP is more than just a "beauty contest" telling you how you are performing. It is a program that identifies where you should invest your time and money, and how to maximize your return on investment.
The Key Driver Analysis includes a ranked listing of factors having the greatest impact on overall customer satisfaction. The "index" next to each item indicates that factor's relative impact on Overall Satisfaction.
| Key Drivers (Golf Example) | |
| Index | Survey Question |
| 100 | Condition of the greens |
| 72 | Condition of the fairways |
| 65 | Value for the price paid |
| 55 | Snack bar selection |
| 48 | Condition of the golf carts |
| 43 | Golf school instruction |
| 24 | Pro shop |
| 23 | Driving range |
| 19 | Lounge service |
| 11 | Club house decor |
RAP Options
RAP can be administered either as a one-time benchmark survey or as a quarterly tracking survey.