BigCat Research

Tourism, Hotel Management and Facility Management

Experience in tourism, hospitality and facility management; It is the holistic perception produced by the moments of welcoming, guidance, cleaning, security, waiting and problem solving.

BigCat evaluates guest and employee perspectives in the same flow; It makes visible the difference between the written standard and the lived experience and reveals which contact determines repeat preference and service quality.

In facilities, the standard is usually written; The guest evaluates the standard at the moment of waiting, cleanliness, orientation, feeling of security and problem solving. Employee capacity is the invisible carrier of this experience.

The real need is not to see the overall level of satisfaction; The aim is to distinguish which contact determines repeat preference, complaint management and brand perception.

Guest journey, field observation, front-line employee experience and location comparison are constructed together. The problem moment is examined as a separate decision area.

Report; It is used for quick improvement list, service standard revision, frontline training topics and location-based quality tracking.

At what point does the guest experience become stronger or weaker?

Where does the employee have difficulty implementing the service standard?

How is the institution perceived at the time of the problem?

Which touchpoint offers the opportunity for rapid improvement?

guest journey

Service quality

field observation

Frontline employee experience

Troubleshooting analysis

Location comparison

Guest experience map

Service quality diagnostics

Touch point optimization list

Front line action plan

Quality monitoring indicators