Step 3 of 6 · Services
SERVQUAL gaps, segments, competitors
Select a quarter
Occupancy
67.0%
ADR
$238
avg daily rate
RevPAR
$159
revenue per available room
Satisfaction
80 / 100
Occupied
1,180
Revenue
$295,000.00
Sat.
78
Occupied
780
Revenue
$234,000.00
Sat.
84
Occupied
930
Revenue
$195,300.00
Sat.
75
Occupied
590
Revenue
$207,000.00
Sat.
86
Lower is better. Gap penalties reduce perceived service quality.
Gap 1 — Knowledge
13.0
Gap 2 — Standards
11.0
Gap 3 — Delivery
15.0
Gap 4 — Communication
9.0
Gap 5 — Customer
16.5
Incidents
3
Success Rate
67%
Net Δ Sat.
-3.0
Slow check-in during peak arrival window
AC malfunction in deluxe wing
Overbooked family suite category
What each segment expects from a stay. Use this to align your 7Ps with what customers actually value.
Your current Gap 1 score: 13.0 / 100 (lower is better).
Business travelers prioritize Reliability (working Wi-Fi, prompt check-in) and Responsiveness (anything that wastes time costs them money). Low price sensitivity — most stays are billed to corporate accounts.
Expectation Level
75 / 100
Ideal Room
Standard
Ideal ADR
$195
Service Quality Priorities
Couples on getaways. They evaluate Tangibles (atmosphere, ambient design) and Empathy (special touches, attentive service) above all. Higher willingness to pay if the experience feels curated.
Expectation Level
80 / 100
Ideal Room
Deluxe
Ideal ADR
$320
Service Quality Priorities
Families value Assurance (safety, kid-friendliness, brand reputation) and Empathy (staff who anticipate family needs). Highly price-sensitive — pre-vacation budget is fixed.
Expectation Level
70 / 100
Ideal Room
Suite
Ideal ADR
$380
Service Quality Priorities
Discerning travelers. Empathy + Tangibles + Assurance all matter — they want to be recognized, immersed in beauty, and reassured they made the right choice. Will pay almost anything if the experience matches.
Expectation Level
95 / 100
Ideal Room
Suite
Ideal ADR
$600
Service Quality Priorities
Operational diagnostics revealing the gaps between your spec, your delivery, and your marketing.
The shortfall between what your service spec promises and what staff actually deliver. Driven by employee turnover, training gaps, and understaffing.
The over-promise gap — when your brand positioning advertises more than your delivered quality. Triggered when marketing tier exceeds operational reality.
Other properties’ positioning and pricing this quarter.
| Property | Positioning | Amenity | Std ADR | Dlx ADR | Suite ADR |
|---|---|---|---|---|---|
| Harborlight Inn | mid tier | standard | $195 | $245 | $320 |
| The Mira | upscale | premium | $245 | $310 | $425 |
| Cedar & Pine(you) | upscale | premium | $220 | $280 | $380 |