What does 'customer feedback' refer to in hospitality?

Customer feedback in the context of hospitality refers to opinions and evaluations from diners about their experiences. This encompasses a wide range of insights, including satisfaction with food quality, service, ambiance, and overall experience at a restaurant or hotel. Such feedback is crucial for businesses in the hospitality industry because it helps them understand customer preferences, identify areas for improvement, and enhance their services to meet guest expectations.

While surveys sent to previous customers can be a method to gather feedback, they represent a specific approach rather than encapsulating the broader concept of customer feedback itself. Sales data, on the other hand, provides quantitative information about business performance but does not reflect individual customer experiences or sentiments. Similarly, staff performance reviews focus on employee evaluations and do not relate to customer experiences or feedback. Thus, the most accurate understanding of customer feedback is encapsulated in the opinions and evaluations provided by diners.