Hefei Huangshan Grand Hotel Management Group - Customer Satisfaction Study
Company overview
Hefei Huangshan Grand Hotel Management Group is a professional hotel operations and management enterprise controlled by Anhui Huangshan Grand Hotel Investment and Development Co., Ltd., a subsidiary of Anhui Nongkai Group. The company has grown from its founding in 1990 with the Hefei Huangshan Grand Hotel and now operates a diversified service model centered on five key business segments: five-star hotels, group meal and fast food services, express hotels, government office canteens, social dining, and hotel property management. The group owns subsidiaries including Xin Changcheng Hotel Management, KuaiKuai Fast Food Company, Yilu Tongsong Business Travel Hotel, Jinse Dynasty Catering Management, and Jinkey Property Management Company, and stands as a leading player in hotel and catering management within Anhui Province.
Research background
To continuously enhance service quality and meet the evolving needs of customers, and to further improve customer satisfaction and the group's brand influence, Hefei Huangshan Grand Hotel Management Group plans to conduct an annual customer satisfaction survey across its two core business units—catering and hotel operations. The study aims to identify service shortcomings, optimize service processes and product offerings, and provide precise data support for management decision-making.
Research scope
In March 2017, CEIDEA Research was commissioned by Hefei Huangshan Grand Hotel Management Group to conduct a full-year customer satisfaction survey. The catering portion of the study focused on 30 enterprises served by the group, with quarterly sampling—15 enterprises selected each quarter—and involved 15 in-depth one-on-one interviews with relevant personnel from each enterprise, as well as 30 customer dining satisfaction questionnaires collected from employees. For the hotel segment, a combination of telephone follow-ups and on-site intercept interviews was employed, targeting hotel guests, with 40 valid questionnaires collected each quarter. Survey content covered dimensions such as food quality, service processes, customer experience, and feedback suggestions, providing a comprehensive reflection of customers' genuine perceptions and expectations regarding catering and accommodation services.
Expected outcomes
This study will provide Hefei Huangshan Grand Hotel Management Group with a systematic and quantified customer satisfaction evaluation framework, identify core service issues of concern to customers, and propose actionable recommendations for service optimization and product improvement. The findings will help the group enhance customer loyalty and market competitiveness, and provide precise data support and decision-making references for future product upgrades, process improvements, and service innovation.
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