FACULTY OF HOTEL AND TOURISM MANAGEMENT
HTF 505- CUSTOMER SERVICE & INTERACTIVE SYSTEM FOR FOODSERVICE
ORGANIZATION
Chapter 5
Listening To The Customer
Prepared by:
NAME STUDENT ID
AZIERAFATIN BINTI AWANG 2022131255
Prepared for:
MISS NUR HANIM HUMAIRAH BINTI MAZLAN
Submission Date:
3rd DECEMBER 2024
Question:
When would you use close-end question as opposed to open-end question? Give an example
situation for each.
Answer
Closed-end questions are questions that provide a set list of answers from which the
respondent must choose. These questions often require simple, specific answers, and are
useful for gathering quantitative data.
When to Use:
• When you need quantifiable, easily analyzable data.
• When you want to standardize responses for easy comparison.
• When responses need to be quick and specific.
• When the respondent’s answer is either “yes” or “no”, or from a limited set of options.
Example Situation:
• Customer Satisfaction Survey: After a meal at a restaurant, you want to assess how
satisfied the customers are.
o Closed-End Question: "How satisfied were you with your meal?"
(a) Very Satisfied
(b) Satisfied
(c) Neutral
(d) Unsatisfied
(e) Very Unsatisfied
While Open-end questions allow respondents to answer in their own words, offering detailed,
qualitative responses. These questions are used to gather in-depth insights and explanations.
When to Use:
• When you need detailed, qualitative information or explanations.
• When exploring complex topics or wanting to gain a deeper understanding of a person's
thoughts or feelings.
• When you are trying to gather feedback, suggestions, or opinions that are not limited to
predefined choices.
• When you need to explore new ideas or gain insights in areas where you don’t have
fixed options.
Example Situation:
• Employee Feedback: In an internal survey to understand the employee experience at
work, you want to know how employees feel about their workload.
o Open-End Question: "What aspects of your workload do you find most
challenging, and why?"
