The two pie charts illustrate the results of a survey conducted at the Parkway Hotel in 2005 and 2010, regarding guests' perceptions of the hotel's customer service. Each survey involved 100 participants.
Overall, there was a significant improvement in customer service ratings between 2005 and 2010, with positive feedback becoming the dominant sentiment by the end of the period.
In 2005, the majority of guests felt the service was only satisfactory, accounting for 45% of the total. Negative feedback was also notable, with 21% of guests rating the service as poor and 15% as very poor. Conversely, positive ratings were relatively low, as only 14% of visitors described the service as good and a mere 5% considered it excellent.
By 2010, the trend shifted dramatically towards more favourable ratings. The proportion of guests who rated the service as good rose substantially to 39%, while those who considered it excellent increased more than fivefold to 28%. In contrast, the percentage of guests who found the service satisfactory dropped to 17%. Furthermore, negative perceptions declined significantly, with the poor rating falling to 12% and the very poor rating decreasing to just 4%.