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Mobile-Based Survey

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1. Look at the characteristics of survey research outlined in Exhibit 9.2, and analyze Marriott Mobiles, mobile feedback system with respect to these characteristics.
Characteristics Cost Time span Use of interviewer probes Ability to show concepts to respondent Management control over interview General data quality Ability to collect large amount of data Ability to handle complex questionnaires
Mobile Feedback Low Fast No Yes N/A Moderate Low to moderate Low

2. What are some of the disadvantages of the mobile-based survey that Marriott created?
This survey is based on better understanding of customers’ experience recently used mobile version of Marriott.com, contains 15 questions and 1 suggestion. Customers’ answers are limited to “yes” or “no”, 1-10 scale and choice of offered options. At the end of this brief survey every willing participant can leave a custom feedback about its recent experience or suggestion how to improve mobile version. Also, this survey is based on “average” user opinion.

3. If you were in charge of mobile marketing at Marriott International, what research methods would you use to build on Marriott’s existing programs and further develop Marriott Mobile?
I think it would be useful to expand existing survey with various questions that could better focus on different groups of people, because different customers may have different needs. Also mobile app can be modified to send push notifications with post-stay survey invitation for people who just checked out. This can help to improve some aspects of business routine and further develop Marriott Mobile. Observation research can be helpful in better understanding when the survey have been completed: after using app’s main feature (making reservation or logging in to rewards account) or secondary (obtaining customer service phone

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