Copy of A case

study on
effectiveness of
loyalty programs in
5 Star Hotels in
South Mumbai
Consumer Feedback to the Loyalty
Program

* Indicates required question

1. Name *

2. Email ID *

3. Martial Status *

Mark only one oval.

Married

Single
Other:

4. What is your age group? *

Mark only one oval.

Below 18 years

18 - 25 years

25 - 35 years

35-45 years

above 45 years

5. Gender *

Mark only one oval.

Female

Male

Prefer not to say

Other:

6. Member of loyalty Program *

Mark only one oval.

Taj -INNERCIRCLE
Skip to question 11

Oberoi -Select
Skip to question 12

Marriot Bonvoy
Skip to question 10

Club ITC Skip to question 9

Trident -Privilege
Skip to question 8

IHG One Skip to question 7

IHG ONE

7. Membership Tiers

Mark only one oval.

CLUB MEMBER

SILVER ELITE

GOLD ELITE

PLATINUM ELITE

DIAMOND ELITE

Skip to question 12

TRIDENT PRIVILEGE

8. MEMBERSHIP TIER

Mark only one oval.

RED TIER Skip to question 12

SILVER TIER
Skip to question 12

GOLD TIER
Skip to question 12

PLATINUM TIER
Skip to question 12

Skip to question 12

CLUB ITC

9. Membership Tiers

Mark only one oval.

SILVER ITC CLUB

Skip to question 12

GOLD ITC CLUB

Skip to question 12

PLATINUM ITC CLUB

Skip to question 12

Skip to question 12

MARRIOT BONVOY

10. MEMBERSHIP TIERS

Mark only one oval.

MEMBER
Skip to question 12

SILVER ELITE
Skip to question 12

GOLD EITE
Skip to question 12

PLATINUM ELITE
Skip to question 12

TITANIUM ELITE
Skip to question 12

AMBASSADOR ELITE
Skip to question 12

Skip to question 12

Membership Tiers

11. TIER OF TAJ INNERCIRCLE

Mark only one oval.

COPPER Skip to question 12

SILVER Skip to question 12

GOLD Skip to question 12

PLATINUM
Skip to question 12

Skip to question 12

To understand guest perspective

for choosing the particular brand .

12. How frequently you visit the brand *

of hotel

Mark only one oval.

Once a Year

2 - 4 times a year

More Than 6 times a Year

Monthly

Multiple times a month

Weekly

13. How long have you patronized the *

loyalty program ?

Mark only one oval.

0-5 years

5-10 years

10-15 years

15-20 years

above 20 years

14. Rate how likely you are to *

recommend the loyalty program to
friends or colleague ?

Mark only one oval.

15. What are the key perks that the *

loyalty program offers , that
influence your decision to patronize
it ?

Check all that apply.

Specialized Rates for Rooms

Upgrades ; higher room categories ,
a room with better view , etc
Priority Check In and Check Out
Early Check in and Late Check Outs
Welcome Amenities
Points and offers on F&B and other
hotel services
Partner bene_ts ; hotels have
a`liations with airline companies ,
entertainments tickets ,etc.
Elite status tiers ; additional
bene_ts bonus points , exclusive
member events and dedicated customer
services

16. How easy is it for you to redeem *

rewards or points through your
loyalty program ?

Mark only one oval.

17. Have you used any other loyalty *

program ?

Mark only one oval.

Yes

No

18. Rate , how satisfied are you with *

the loyalty program ?

Mark only one oval.

19. Rate , how sensitive the hotel *

brand is to guest reviews ?

Mark only one oval.

20. Do you feel that your patronized *

loyalty program offers enough
exclusive members benefit ?

Mark only one oval.

Yes, more than enough

Su`ent

No, could be improved

No , lacking

21. What other incentives would you

prefer in your loyalty program?

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