First Part of the Year: Guests in Novalja Extremely Satisfied with Quality
EVERY SEGMENT OF TOURISM NEEDS TO BE CONTINUOUSLY MEASURED AND MONITORED, AND REACTIONS MADE TO ANY FLUCTUATIONS IN QUALITY.
One of the better-known island destinations on Pag—Novalja—was awarded an overall quality score of 88.33/100 based on about five hundred guest reviews in the first five months of 2023, as part of the “IQM Destination” project!
The Novalja Tourist Board participates in the “Total Quality Management” project under the name “IQM Destination Novalja,” which includes numerous stakeholders in the destination area and periodically reports on service quality and guest satisfaction with tourism in Novalja.
In this popular tourist spot on the island of Pag, hotels recorded quality performance of 90.25/100! The highest-rated aspects were service, cleanliness, hospitality, and breakfast quality. These segments allow for precise determination of the overall score of each facility—in this case, hotels.
Attractions received an overall score of 86/100, with the highest and most highly rated attractions being the Life On Mars Trail and the Lunj Olive Gardens. Also, based on about four hundred guest reviews, hospitality establishments recorded performance of 95/100.
Performance, in general, is the overall perception of guests based on reviews that highlight certain segments of the rating, which ultimately produce the final impression.
Responding to every guest review—whether positive, negative, or neutral—is always encouraged and necessary to establish communication and increase visibility among all current and future visitors.
Throughout the entire destination, guest opinions about tourism are analyzed, and thanks to the results obtained, comparisons can be made between hoteliers and other types of accommodation units such as campsites, private lodging, hospitality establishments, and others, as well as comparisons among IQM destinations as a whole. In this way, guest satisfaction trends are continuously monitored, and, even more importantly, potential shortcomings can be addressed promptly, says Marina Šćiran Rizner, Director of the Novalja City Tourist Board.
The results obtained are an excellent incentive for promoting excellence, and potential qualitative shortcomings can be resolved in a timely manner. This is precisely how a tourist destination can be managed with quality.
We would like to remind you that the IQM Destination project connects all entities in the destination that provide the best service to guests, recommending the highest-quality offerings and partners who guarantee quality. This raises the overall level of guest satisfaction in the destination. All project participants—so that they align with the qualitative development of the destination, meet the expectations of partners and guests, and connect (network) with IQM Destination partners in the tourism offering—must meet the standards defined for each individual group of entities (hotels, restaurants, private accommodation, travel agencies, campsites, shops, souvenir shops, and wellness facilities).
Photo: Posada Agency
