The feedback collection boxes installed at the reception of our hotels do not really serve their real purpose. As these boxes are in plain sight, many customers do not feel comfortable depositing the feedback forms in front of the hotel staff. Moreover, the hotel staff can easily access and destroy the feedback form deposited by a guest who intends to report a negative experience. Accordingly, the hotel should make individual phone calls to guests after they have completed their stay, giving them a fair opportunity to express their real experience of staying at the hotel.

Which of the following would it be most important to consider while evaluating the new proposed method of obtaining feedback?

a) Whether the staff at the hotels will be under pressure to provide better service, fearing that they may be reported in the feedback call
b) Whether the proposed feedback mechanism has been successful for other hotels catering to the same kind of customers
c) Whether there will be any cost implications for the hotels of executing the proposed change in the feedback mechanism
d) Whether there will be any significant increase in the number of guests due to the proposed way in the feedback mechanism
e) Whether the feedback calls will be conducted by the staff of the hotel that the guest will have stayed in


OA E

Source: e-GMAT