MOD 00 University of California Los Angeles Data Skills Portfolio Worksheet

Content Type

User Generated

User

gbzzb969

Subject

Business Finance

Course

MOD 00

School

University Of California Los Angeles

Department

MOD

Description

examine this data and then create a small data portfolio (no more than 1,000
words plus data analysis) that explains which hotel might act as an exemplar of good
practice

Unformatted Attachment Preview

Complaints received 01 July - 31 December 2020 Number of Complaints Problem Generating Complaints Bury Hill Golf Willow Park Lakes Poor quality of bedroom cleaning Staff unavailable or unhelpful Room temperatures too cold Room temperatures too hot Fishing boat broken Lack on maintenace of golf course Golf Caddy often late or not at work Restaurant - Complaints broken down as follows: A. Poor quality food B. Poor hygiene C. Breafast served later than stated time Poor spa and pool sanitation Pool temperature cold Spa room is cold 58 60 160 36 65 78 81 17 28 16 17 29 0 0 92 89 49 120 112 78 31 11 5 65 71 23 ber 2020 ber of Complaints Beavers lake and Golf Park 159 150 26 160 107 183 140 215 195 143 26 34 131 Survey Data - Three Hotels Operated byThe Best Southern H Bury Hill Golf Bedrooms are always cleaned daily Staff are available, helpful and provide good customer service The room teperature is always good Fishing boat and staff are always available at the specified times for fishing trips Golf course always well manicured Golf Caddy are always available at the specified times Restaurant food quality is good Restaurant is always clean Breakfast is served on time Spa and pool area cleaned on a regular basis The pool teperature is always good Spa temperature is always good Good value for money Willow Park Lakes Bedrooms are always cleaned daily Staff are available, helpful and provide good customer service The room teperature is always good Fishing boat and staff are always available at the specified times for fishing trips Golf course always well manicured Golf Caddy are always available at the specified times Restaurant food quality is good Restaurant is always clean Breakfast is served on time Spa and pool area cleaned on a regular basis The pool teperature is always good Spa temperature is always good Good value for money Beavers lake and Golf Park Bedrooms are always cleaned daily Staff are available, helpful and provide good customer service The room teperature is always good Fishing boat and staff are always available at the specified times for fishing trips Golf course always well manicured Golf Caddy are always available at the specified times Restaurant food quality is good Restaurant is always clean Breakfast is served on time Spa and pool area cleaned on a regular basis The pool teperature is always good Spa temperature is always good Good value for money d byThe Best Southern Hotels and Spa Strongly Disagree Disagree 38 42 32 5 45 46 56 67 48 36 71 34 37 Strongly Disagree Disagree 9 12 6 8 0 0 18 22 12 83 91 29 8 Strongly Disagree Disagree 32 32 20 33 140 111 121 109 97 Agree 58 65 34 15 59 39 34 31 39 41 27 39 43 Strongly Agree 20 10 40 78 11 16 12 13 18 18 10 26 22 4 3 14 22 5 19 8 9 15 25 12 21 18 120 110 95 128 0 0 65 77 79 18 15 76 69 Strongly Agree 28 40 74 33 0 0 86 64 91 18 11 54 108 120 108 90 155 33 43 24 38 34 Strongly Agree 48 65 120 84 35 25 38 42 43 Agree 43 38 25 31 0 0 31 37 18 81 83 41 15 Agree 75 70 45 3 67 96 92 86 101 30 13 76 82 34 28 102 74 96 125 46 62 115 109 51 57 • • • • • • Look to identify key trends and patterns in the Data Produce visual representation of the data, such as creating graphs or putting the data into different tables, Expand on provided data and produce further comparative information Identify and comment on Best Practice Areas and why Identify key areas requiring management actions and why Identify areas of data limitations – both in volume and collection hs or putting the data into different tables, to help to demonstrate your findings ASSIGNMENT INSTRUCTIONS Assessment Assessment code: Academic Year: Trimester: Module Title: Module Code: Level: Module Leader: Weighting: Word Limit: Data Skills Portfolio 012 Assessed Learning Outcomes Submission Deadline: 1–4 2020/2021 2 Data Skills MOD00 Level 3 Austin Case 60% 1000 This excludes bibliography and other items listed in rule 6.75 of the Academic Regulations: http://web.anglia.ac.uk/anet/academic/public/academic_regs. pdf This assignment must be received by no later than 14:00 on Thursday, 06 May 2021 WRITING YOUR ASSIGNMENT: • • • • • This assignment must be completed individually. Assignment submissions are to be made anonymously. Do not write your name anywhere on your work. Write your student ID number at the top of every page. Where the assignment comprises more than one task, all tasks must be submitted in a single document. You must number all pages. SUBMITTING YOUR ASSIGNMENT: In order to achieve full marks, you must submit your work before the deadline. Work that is submitted late – up to five working days after the published submission deadline - will be accepted and marked. However, the element of the 1|Page module’s assessment to which the work contributes will be capped with a maximum mark of 40%. Work cannot be submitted if the period of 5 working days after the deadline has passed (unless there is an approved extension). Failure to submit within the relevant period will mean that you have failed the assessment. Requests for short-term extensions will only be considered in the case of illness or other cause considered valid by the iCentre Adviser. Please contact iCentre@lca.anglia.ac.uk. A request must normally be received and agreed by the iCentre Adviser in writing at least 24 hours prior to the deadline. See rules 6.566.65: http://web.anglia.ac.uk/anet/academic/public/academic_regs.pdf Mitigation: The deadline for submission of mitigation in relation to this assignment is no later than five working days after the submission date of this work. Please contact iCentre@lca.anglia.ac.uk See rules 6.103 – 6.132: http://web.anglia.ac.uk/anet/academic/public/academic_regs.pdf 2|Page ASSIGNMENT QUESTION Portfolio assignment The Best Southern Hotels and Spa operates three hotels in Surrey. The hotels boast some of the best golf courses and fishing lakes. The clientele is aimed at middle aged couples who enjoys fishing and playing golf. In this assessment, you are the regional manager with responsibility for marketing. The senior managers are concerned with the fall in visitors’ arrival and therefore you were tasked with finding a strategy to increase the customer base. The management of Best Southern Hotels and Spa has become aware that customer satisfaction is the key to the success of their business. They are cognizant that in the last six months, there are growing concerns about the increased number of dissatisfied customers at all three hotels. You are beginning with a pilot review of the three hotels with a view of identifying areas of concerns in addition to best practices that can be adopted by all the hotels in The Best Southern Hotels and Spa Group. You have decided to conduct a survey based on customers’ complaints in the three affected hotels. Additionally, staff at all three hotels have been collating the data in relation to customers’ complaints during the months of November and December 2020. The results of the survey and complaints are attached in the excel document. Task Examine the tables of data for the three hotels. This data appears on the VLE in the folder marked “ASSIGNMENT – HOTEL DATA.” The two data files consist of: 1. Hotel Data – Complaints Received. A spreadsheet that shows the number of complaints received at each hotel. 2. Hotel Data – Customers Survey Results. A spreadsheet showing details from Customers Surveys run across the three hotels taken in November and December 2020. You need to examine this data and then create a small data portfolio (no more than 1,000 words plus data analysis) that explains which hotel might act as an exemplar of good practice for other hotels in your business. Using the data,- Write a briefing document as though you are addressing Kerry Spied, the Managing Director at The Best Southern Hotels and Spa that explains which hotel, if any, is your preferred choice. Assessment Guidance You will want to think about different things that you have learned on the module. 3|Page Look back at different topics that you have covered and consider how you might apply those ideas to the data. • • • • • • Look to identify key trends and patterns in the Data Produce visual representation of the data, such as creating graphs or putting the data into different tables, to help to demonstrate your findings (you may earn additional marks for use of tables, graphs etc. but it is possible to pass the assignment without doing so) Expand on provided data and produce further comparative information e.g. Compare the Complaints data with the Residents data and identify percentage variances Identify and comment on Best Practice Areas and why Identify key areas requiring management actions and why Identify areas of data limitations – both in volume and collection If you use any textbooks or other sources to assist in making your arguments, you must indicate the source of the information in your writing. They key to scoring good marks in this assessment is looking at the numbers and explaining what they mean. NB: Numerical information given in tables is not included in the word count. 4|Page ASSESSMENT GUIDANCE This assignment requires you to demonstrate your knowledge and understanding of the use of data to inform and to make decision. You are required to convert primary data, also known as ‘raw data’, into useable unit of measurement that will allow commonality for comparisons to take place. In your script, you need to use the data to analyse and compare each of the hotels strengths and weaknesses and be able to express an opinion on areas working well and those that requires management action. Your answer should seek to identify and explain how the data has informed your conclusions. Below, you will find guidance on what is expected of you in your submission. MARKING SCHEME Task 1 – Key Trends (20 marks) Look to identify key trends and patterns in the data. Task 2 – Visuals (15 marks) Produce visual representations of the data, such as creating graphs, charts, and tables to help demonstrate your findings. Task 3 – Expand Data (20 marks) Expand on provided data and produce further comparative information. Using the data, analyse and discuss the findings by comparing trends and patterns from each of the hotels. Task 4 – Best Practice (15 marks) Identify and discuss the best practices from each of the hotels and show how these practices can improve the other hotels. Task 5 – Management (20 marks) Identify and discuss key areas requiring management actions. Explain how these key areas may impact negatively on the business. Task 6 – Data Limitations (10 marks) Identify areas of data limitations – both in volume and collections – and state how data limitations may affect decision making. 5|Page
Purchase answer to see full attachment

Tags: Average value customer dissatisfaction golf caddies data skills customer responses

User generated content is uploaded by users for the purposes of learning and should be used following Studypool's honor code & terms of service.

Explanation & Answer

View attached explanation and answer. Let me know if you have any questions.

Complaints received 01 July - 31 December 2020
Number of Complaints
Problem Generating Complaints
Bury Hill Golf Willow Park Lakes
Poor quality of bedroom cleaning
Staff unavailable or unhelpful
Room temperatures too cold
Room temperatures too hot
Fishing boat broken
Lack on maintenace of golf course
Golf Caddy often late or not at work
Restaurant - Complaints broken down as follows:
A. Poor quality food
B. Poor hygiene
C. Breafast served later than stated time
Poor spa and pool sanitation
Pool temperature cold
Spa room is cold

58
60
160
36
65
78
81

17
28
16
17
29
0
0

92
89
49
120
112
78

31
11
5
65
71
23

ber 2020
ber of Complaints
Beavers lake and Golf Park
159
150
26
160
107
183
140
215
195
143
26
34
131

Complaints received 01 July - 31 December 2020
Number of Complaints

Problem Generating Complaints

Bury Hill Golf

Poor quality of bedroom cleaning
Staff unavailable or unhelpful
Room temperatures too cold
Room temperatures too hot
Fishing boat broken
Lack on maintenace of golf course
Golf Caddy often late or not at work
A. Poor quality food
Restaurent-Complaints
B. Poor hygiene
C. Breafast served later than stated time
Poor spa and pool sanitation
Pool temperature cold
Spa room is cold

58
60
160
36
65
78
81
92
89
49
120
112
78

Total no. of complaints received at each hotel
% of the no. of complaints
Average no. of complaints at each hotel

1078
35
83

1 December 2020
Number of Complaints
Total no. of
complaints
Willow Park Beavers lake received per
Lakes
and Golf Park problem
17
159
234
28
150
238
16
26
202
17
160
213
29
107
201
0
183
261
0
140
221
31
215
338
11
195
295
5
143
197
65
26
211
71
34
217
23
131
232
313
10
24

1669
55
128

3060
100

Average no. of
complaints
received per
problem
78
79
67
71
67
87
74
113
98
66
70
72
77
1020

% of complaints received

% of the no. of complaints

Bury Hill Golf
35%

Willow Park
Lakes
10%

Beavers lake
and Golf Park
55%

% of no. of complaints received at each hotel

35%
55%
10%

Bury Hill Golf

Willow Park Lakes

Beavers lake and Golf Park

Restaurant complaints

Willow
Beavers lake
Park Lakes and Golf Park
9%
64%
4%
66%
3%
73%

Bury Hill Golf
27%
30%
25%

Poor quality food
Poor hygiene
Breakfast served later than stated time

Restaurant complaints

Breakfast served later than stated time

Poor hygiene

Poor quality food

0%
Beavers lake and Golf Park

10%

20%

30%

Willow Park Lakes

40%

50%

60%

Bury Hill Golf

70%

80%

Complaints received 01 July - 31 December 2020
Number of Complaints
Problem Generating Complaints
Bury Hill Golf Willow Park Lakes
Poor quality of bedroom cleaning
Staff unavailable or unhelpful
Room temperatures too cold
Room temperatures too hot
Fishing boat broken
Lack of maintenace of golf course
Golf Caddy often late or not at work
Restaurant - Complaints broken down as follows:
A. Poor quality food
B. Poor hygiene
C. Breafast served later than stated time
Poor spa and pool sanitation
Pool temperature cold
Spa room is cold

58
60
160
36
65
78
81

17
28
16
17
29
0
0

92
89
49
120
112
78

31
11
5
65
71
23

ber 2020
ber of Complaints
Beavers lake and Golf Park
159
150
26
160
107
183
140
215
195
143
26
34
131

Survey Data - Three Hotels Operated byThe Best Southern H
Bury Hill Golf
Bedrooms are always cleaned daily
Staff are available, helpful and provide good customer service
The room teperature is always good
Fishing boat and staff are always available at the specified times for fishing trips
Golf course always well manicured
Golf Caddy are always available at the specified times
Restaurant food quality is good
Restaurant is always clean
Breakfast is served on time
Spa and pool area cleaned on a regular basis
The pool teperature is always good
Spa temperature is always good
Good value for money

Willow Park Lakes
Bedrooms are always cleaned daily
Staff are available, helpful and provide good customer service
The room teperature is always good
Fishing boat and staff are always available at the specified times for fishing trips
Golf course always well manicured
Golf Caddy are always available at the specified times
Restaurant food quality is good
Restaurant is always clean
Breakfast is served on time
Spa and pool area cleaned on a regular basis
The pool teperature is always good
Spa temperature is always good
Good value for money

Beavers lake and Golf Park
Bedrooms are always cleaned daily
Staff are available, helpful and provide good customer service
The room teperature is always good
Fishing boat and staff are always available at the specified times for fishing trips
Golf course always well manicured
Golf Caddy are always available at the specified times
Restaurant food quality is good
Restaurant is always clean
Breakfast is served on time

Spa and pool area cleaned on a regular basis
The pool teperature is always good
Spa temperature is always good
Good value for money

d byThe Best Southern Hotels and Spa
Strongly Disagree Disagree
38
42
32
5
45
46
56
67
48
36
71
34
37
Strongly Disagree Disagree
9
12
6
8
0
0
18
22
12
83
91
29
8

Strongly Disagree Disagree
32
32
20
33
140
111
121
109
97

Agree
58
65
34
15
59
39
34
31
39
41
27
39
43

Strongly Agree
20
10
40
78
11
16
12
13
18
18
10
26
22

4
3
14
22
5
19
8
9
15
25
12
21
18

120
110
95
128
0
0
65
77
79
18
15
76
69

Strongly Agree
28
40
74
33
0
0
86
64
91
18
11
54
108

120
108
90
155
33
43
24
38
34

Strongly Agree
48
65
120
84
35
25
38
42
43

Agree
43
38
25
31
0
0
31
37
18
81
83
41
15

Agree
75
70
45
3
67
96
92
86
101

30
13
76
82

34
28
102
74

96
125
46
62

115
109
51
57

Survey Data - Three Hotels Operated byThe Best Southern Hotels and Spa
Strongly
Bury Hill Golf
Disagree
Disagree
Agree
Strongly Agree
Bedrooms are always cleaned daily
38
58
20
4
Staff are available, helpful and provide
good customer service
42
65
10
3
The room teperature is always good
Fishing boat and staff are always
available at the specified times for
fishing trips
Golf course always well manicured
Golf Caddy are always available at the
specified times
Restaurant food quality is good
Restaurant is always clean
Breakfast is served on time
Spa and pool area cleaned on a regular
basis
The pool teperature is always good
Spa temperature is always good
Good value for money

Willow Park Lakes
Bedrooms are always cleaned daily
Staff are available, helpful and provide
good customer service
The room teperature is always good
Fishing boat and staff are always
available at the specified times for
fishing trips
Golf course always well manicured
Golf Caddy are always available at the
specified times
Restaurant food quality is good
Restaurant is always clean
Breakfast is served on time
Spa and pool area cleaned on a regular
basis
The pool teperature is always good
Spa temperature is always good
Good value for money

32

34

40

14

5
45

15
59

78
11

22
5

46
56
67
48

39
34
31
39

16
12
13
18

19
8
9
15

36
71
34
37

41
27
39
43

18
10
26
22

25
12
21
18

Strongly
Disagree

Disagree

Agree

9

43

Strongly Agree
120
28

12
6

38
25

110
95

40
74

8
0

31
0

128
0

33
0

0
18
22
12

0
31
37
18

0
65
77
79

0
86
64
91

83
91
29
8

81
83
41
15

18
15
76
69

18
11
54
108

Beavers lake and Golf Park
Bedrooms are always cleaned daily
Staff are available, helpful and provide
good customer service
The room teperature is always good
Fishing boat and staff are always
available at the specified times for
fishing trips
Golf course always well manicured
Golf Caddy are always available at the
specified times
Restaurant food quality is good
Restaurant is always clean
Breakfast is served on time
Spa and pool area cleaned on a regular
basis
The pool teperature is always good
Spa temperature is always good
Good value for money

Strongly
Disagree

Disagree

Agree

32

75

Strongly Agree
120
48

32
20

70
45

108
90

65
120

33
140

3
67

155
33

84
35

111
121
109
97

96
92
86
101

43
24
38
34

25
38
42
43

30
13
76
82

34
28
102
74

96
125
46
62

115
109
51
57

pa

Staff are available, helpful and provide good customer service
Total no. of
feedbacks
120

Strongly Disagree/Disagree
Bury Hill Golf

107

120

Willow Park Lakes

120

Beavers lake and Golf Park

120
120

50
102

Staff are available, helpful and provide good customer service
200

120
110
120
120
120
120
120
120

150
100
50
0
Bury Hill Golf

Willow Park Lakes
Strongly Disagree/Disagree

200

Strongly Agree/Agree

Staff are available, helpful and provide good customer service- % of responses

200
200

Bury Hill Golf

89%

200
0

Willow Park Lakes
Beavers lake and Golf Park

25%
37%

Strongly Disagree/Disagree

0
200
200
200

Staff are available, helpful and provide good customer service
responses
100%

200
200
200
200

80%
60%
40%
20%
0%
Bury Hill Golf

Willow Park Lakes

Bury Hill Golf

Willow Park Lakes
Strongly Disagree/Disagree

275
275
275

275
275
275
275
275
275
275
275
275
275

Strongly Agree/Agree

ide good customer service

Fishing boat and staff are always available at the specified times for f

Strongly Agree/Agree

Strongly Disagree/Disagree
13
150
173

Bury Hill Golf

20

Willow Park Lakes
Beavers lake and Golf
Park

39
36

Fishing boat and staff are always available at the specified times
trips

ide good customer service
300
250
200
150
100
50
Beavers lake and Golf Park

0
Bury Hill Golf

Strongly Agree/Agree

Willow Park Lakes
Strongly Disagree/Disagree

ustomer service- % of responses

Strongly Agree/Agree

Fishing boat and staff are always available at the specified times for fishing trip

Strongly Agree/Agree

Strongly Disagree/Disagree
11%

Bury Hill Golf

75%
63%

Willow Park Lakes
Beavers lake and Golf

good customer service- % of

17%

19.5%
13%

Fishing boat and staff are always available at the specified tim
fishing trips- % of responses
100%
80%
60%
40%
20%
0%

Beavers lake and Golf Park

Bury Hill Golf

Willow Park Lakes

Beavers lake and Golf Park
Strongly Agree/Agree

Bury Hill Golf

Willow Park Lakes
Strongly Disagree/Disagree

Strongly Agree/Agree

e at the specified times for fishing trips

Golf Caddy are always available at the specif

Strongly Agree/Agree
100

Bury Hill Golf

161

Willow Park Lakes
Beavers lake and Golf
Park

239

ble at the specified times for fishing

Golf Caddy are always available at the speci
250
200
150
100
50
0
Bury Hill Golf

Beavers lake and Golf Park

Golf Caddy are always available at the specified times Strong

Strongly Agree/Agree

Golf Caddy are always available at the specified times Strong

pecified times for fishing trips- % of responses

Golf Caddy are always available at the specified time

Strongly Agree/Agree
83%

80.5%
87%

Bury Hill Golf

Willow Park Lakes
Beavers lake and Golf

Golf Caddy are always available at the specified t

ailable at the specified times for
of responses
80%
70%
60%
50%
40%
30%
Beavers lake and Golf Park

20%
10%

Beavers lake and Golf Park

20%
10%

Strongly Agree/Agree

0%
Bury Hill Golf
Strongly Disagree/Disagree

Golf Caddy are always available at the specified times
Strongly Disagree/Disagree

Restaurant food

Strongly Agree/Agree
85

35

0

0

207

68

Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf
Park

Golf Caddy are always available at the specified times
250
200
150
100

50
0
Bury Hill Golf

Willow Park Lakes

Beavers lake and Golf Park

Bury Hill Golf

Golf Caddy are always available at the specified times Strongly Disagree/Disagree

Strongly Disagree/Disagre

Golf Caddy are always available at the specified times Strongly Agree/Agree

Caddy are always available at the specified times - % of responses
Strongly Disagree/Disagree

Restaurant food quality

Strongly Agree/Agree
71%

29%

Bury Hill Golf

0%
75%

0%
25%

Willow Park Lakes
Beavers lake and Golf

lf Caddy are always available at the specified times - % of
responses

Restaurant food quality
90%
80%
70%
60%

50%
40%
30%
20%
10%

10%
0%

Bury Hill Golf

Willow Park Lakes

Strongly Disagree/Disagree

Beavers lake and Golf Park

Strongly Agree/Agree

Bury Hill Golf

Strongly Disagree/Disagre

Restaurant food quality is good
Strongly Disagree/Disagree

Strongly Agree/Agree
90

20

49

151

213

62

Restaurant food quality is good

Bury Hill Golf

Willow Park Lakes

Strongly Disagree/Disagree

Beavers lake and Golf Park

Strongly Agree/Agree

Restaurant food quality is good- % of responses
Strongly Disagree/Disagree

Strongly Agree/Agree
82%

18%

24.5%
77%

75.5%
23%

Restaurant food quality is good - % of responses

Bury Hill Golf

Willow Park Lakes

Strongly Disagree/Disagree

Beavers lake and Golf Park

Strongly Agree/Agree

•
•
•
•
•
•

Look to identify key trends and patterns in the Data
Produce visual representation of the data, such as creating graphs or putting the data into different tables,
Expand on provided data and produce further comparative information
Identify and comment on Best Practice Areas and why
Identify key areas requiring management actions and why
Identify areas of data limitations – both in volume and collection

hs or putting the data into different tables, to help to demonstrate your findings

Survey Data - Three Hotels Operated byThe Best Southern H
Bury Hill Golf
Bedrooms are always cleaned daily
Staff are available, helpful and provide good customer service
The room teperature is always good
Fishing boat and staff are always available at the specified times for fishing trips
Golf course always well manicured
Golf Caddy are always available at the specified times
Restaurant food quality is good
Restaurant is always clean
Breakfast is served on time
Spa and pool area cleaned on a regular basis
The pool teperature is always good
Spa temperature is always good
Good value for money

Willow Park Lakes
Bedrooms are always cleaned daily
Staff are available, helpful and provide good customer service
The room teperature is always good
Fishing boat and staff are always available at the specified times for fishing trips
Golf course always well manicured
Golf Caddy are always available at the specified times
Restaurant food quality is good
Restaurant is always clean
Breakfast is served on time
Spa and pool area cleaned on a regular basis
The pool teperature is always good
Spa temperature is always good
Good value for money

Beavers lake and Golf Park
Bedrooms are always cleaned daily
Staff are available, helpful and provide good customer service
The room teperature is always good
Fishing boat and staff are always available at the specified times for fishing trips
Golf course always well manicured
Golf Caddy are always available at the specified times
Restaurant food quality is good
Restaurant is always clean
Breakfast is served on time

Spa and pool area cleaned on a regular basis
The pool teperature is always good
Spa temperature is always good
Good value for money

d byThe Best Southern Hotels and Spa
Strongly Disagree Disagree
38
42
32
5
45
46
56
67
48
36
71
34
37
Strongly Disagree Disagree
9
12
6
8
0
0
18
22
12
83
91
29
8

Strongly Disagree Disagree
32
32
20
33
140
111
121
109
97

Agree
58
65
34
15
59
39
34
31
39
41
27
39
43

Strongly Agree
20
10
40
78
11
16
12
13
18
18
10
26
22

4
3
14
22
5
19
8
9
15
25
12
21
18

120
110
95
128
0
0
65
77
79
18
15
76
69

Strongly Agree
28
40
74
33
0
0
86
64
91
18
11
54
108

120
108
90
155
33
43
24
38
34

Strongly Agree
48
65
120
84
35
25
38
42
43

Agree
43
38
25
31
0
0
31
37
18
81
83
41
15

Agree
75
70
45
3
67
96
92
86
101

30
13
76
82

34
28
102
74

96
125
46
62

115
109
51
57

1

Data Skills Portfolio

Your First and Last Name
The University of ………………….
MOD00: Data Skills
Instructor Name
Due Date

2
Briefing Note: An overview of the customer satisfaction of Bury Hill Golf, Willow Park
Lakes, and Beavers lake and Golf Park
Introduction: Based on the increase in the number of complaints received throughout the last
six months regarding customer dissatisfaction, it is evident that the operations and resources
utilized in all three hotels need to be closely monitored to rectify the problems. In order to figure
out the problems, a survey was conducted based on the customers’ complaints while observing
the problem generating complaints of each hotel. 120 customer responses for Bury Hill Golf, 200
responses from Willow Park Lakes, and 275 customer feedbacks were obtained by using a
survey comprising 13 different key important questions of measuring the customer satisfaction of
the hotels. The survey was conducted from the 1st of July to the 31st of December 2020.
Analysis:
Table 1: Percentage of complaints received at each hotel
Bury Hill Golf
No. of complaints
% of the no. of complaints
Average no. of complaints at each
hotel

Willow Park
Lakes

1078

313

1669

35%

10%

55%

83

24

128

Figure 1: Percentage of no. of complaints received at each hotel

35%
55%
10%

Bury Hill Golf

Beavers lake
and Golf Park

Willow Park Lakes

Beavers lake and Golf Park

3
The number of complaints received at Bury Hill Golf, Willow Park Lakes, and Beavers lake and
Golf Park are 1078, 313, 1669, respectively. The minimum number of complaints was received
at Willow Park Lakes hotel and in contrast, the maximum number of complaints was received at
Beavers lake and Golf park. The above pie chart depicts the % of the number of complaints
received at each hotel based on the total number of complaints. An average number of
complaints of Willow Park Lakes is the lowest value which is 23 and on the other hand, the
highest average number of complaints of 128 was received at Beavers Lake and Golf Park. This
significant difference could also be associated with the fact that Willow Park lakes hotel is not
providing Golf courses. Both the other hotels have received more than 150 complaints about the
maintenance issues of the Golf course and the non-availability of Golf Caddy.
The next section represents the analysis of the responses to the questions of the survey.
Table 2: Customer feedbacks - Staff are available, helpful and provide good customer service

Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf
Park

Strongly Disagree/Disagree
107
50

Strongly Agree/Agree
13
150

102

173

Figure 2: Customer feedbacks - Staff are available, helpful and provide good customer service
Staff are available, helpful and provide good customer service
200
150
100
50
0
Bury Hill Golf

Willow Park Lakes

Strongly Disagree/Disagree

Beavers lake and Golf Park

Strongly Agree/Agree

4
One of the most important factors to obtain the reputation in the long-run as well as short-run is
meeting the customer requirements and addressing their issues in a timely manner. The numbers
of responses obtained from each hotel are ranging from 120 to 275. Because of that, to compare
the responses in a more convenient manner, the following plots were generated by considering
the percentages.
Table 3: Staff are available, helpful and provide good customer service- % of responses
Strongly Disagree/Disagree
89%

Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf
Park

Strongly Agree/Agree
11%

25%

75%

37%

63%

Figure 3: Staff are available, helpful and provide good customer service- % of responses
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Bury Hill Golf

Willow Park Lakes

Strongly Disagree/Disagree

Beavers lake and Golf Park

Strongly Agree/Agree

As per the information depicted in the above plot, 89% of the customer who visits Bury Hill golf
strongly disagree or disagree to accept that the staff members are available, helpful, and provide
good customer services. Only 11% of the customers admit that employees are assisting them
properly. But this situation is different in the other two hotels and analysis confirms that 75% of
customers of Willow Park and 63% of customers of Beavers Lake and Golf Park believe that the
staff members are very helpful.

5

Table 4: Fishing boat and staff are always available at the specified times for fishing trips- % of
responses
Strongly Disagree/Disagree
17%

Bury Hill Golf
Willow Park Lakes
Beavers lake and
Golf Park

Strongly Agree/Agree
83%

19.5%

80.5%

13%

87%

Figure 4: Fishing boat and staff are always available at the specified times for fishing trips- % of
responses
100%
90%
80%
70%
60%
50%

40%
30%
20%
10%
0%
Bury Hill Golf

Willow Park Lakes

Strongly Disagree/Disagree

Beavers lake and Golf Park

Strongly Agree/Agree

80% of the customers of all three hotels are satisfied with the fishing boat services provided as
per table 4 and column chart. Since the Willow Park Lakes hotel has a relatively higher
percentage of customers who are not satisfied with the services, it is needed to find out whether
the number of boats and staff are adequate to fulfill the current customer requirements. Beavers
lake and Golf Park hotel should be providing the best service to its customers and further, it can
be increased by addressing the resource requirements.
Another aspect that the company prioritizes is to maintain a higher quality of the services
provided to middle-aged couples who enjoy playing Golf. Currently, the facility is not available

6
at Willow Park Lakes, and it is crucial to identify whether future investments are needed to
accomplish customer satisfaction. Table 5 and Figure 5 represent the percentages of the
responses of customers.
Table 5: Golf Caddy are always available at the specified times - % of responses

Bury Hill Golf

Strongly Disagree/Disagree
71%

Willow Park
Lakes
Beavers lake and
Golf Park

Strongly Agree/Agree
29%

0%

0%

75%

25%

Figure 5: Golf Caddy are always available at the specified times - % of responses
80%
70%
60%
50%
40%
30%
20%
10%
0%
Bury Hill Golf

Willow Park Lakes

Strongly Disagree/Disagree

Beavers lake and Golf Park

Strongly Agree/Agree

Based o...