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Jakarta Customer Satisfaction Report

We are pleased to share with you our first report on the reviews we collected from our customers.

From August to mid November 2009, we collected 157 reviews about Moveandstay’s staff and 60 reviews about the serviced apartments we offer on www.moveandstay.com

To see the 2 forms we sent out to our customers:

  1. Customer service review
  2. Serviced apartment review

Customer profile

Overall the profile of our customers is split as follow:

- Leisure traveler: 60%
- Business traveler: 40%

Customer Service Review

Regarding the customer service review, four criteria are used for evaluating Moveandstay’s staff that received excellent rating:

  1. Friendly staff: 99% of our clients are very satisfied or satisfied.
  2. Relevant selection of apartment: 97% of our clients are very satisfied or satisfied
  3. Fast response: 96% of our clients are very satisfied or satisfied
  4. Good follow-up: 94% of our clients are very satisfied or satisfied

Find below all the details:

Customer Service Review

Many interesting suggestions and recommendations have been proposed by our customers such as offering a customer bonus point system/loyalty program or some inputs about how to make our booking process faster…
We keep in mind all of these ideas and are thinking about how to implement it as best as possible.

Serviced Apartment Star Rating

Our customers rate our serviced apartment offer as follow:

  • Over 50% of our serviced apartments are rated with 4 or 5 stars.
  • 25% are considered as 3 star properties.
  • Less than 20% of clients perceived our serviced apartment offer as 1 or 2 star properties.

Serviced Apartment Star Rating

Serviced Apartment Review

5 criteria are used for evaluating our serviced apartment offer that gets very positive ratings as well:

  • Cleanliness: This item is the best rated with 93% of very satisfied or satisfied customers.
  • Apartment staff, value for money and services get each 90% of very satisfied or satisfied clients.
  • Comfort: 88% of our customers are very satisfied or satisfied.

Please find below further data:

Serviced Apartment Review

Keep sharing with us your valued feedback either on your booking experience or on the apartment you stayed in to help us improve our service and serve you better next time!