Assessment of Guest Satisfaction for the Brand of the Health-Resort

S.A. Balakin, candidatr of medical science, director of Federal State Institution «Volga Cliff Resort» of Presidential Property Management Department of the Russian Federation; Samara region 
Yu.D. Pestov, PhD in economics, head of the office of internal control of quality and safety of medical activities Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: pestov@yandex.ru
O.A. Russkin, quality specialist of Federal State Institution «Volga Cliff Resort»; Samara region 
T.A. Mitroshkina, Director of New Quality LLC;  Samara 
The structure of the health-resort’s brand is considered, the relationship between the satisfaction of guests of the health-resort with the brand is shown. The approaches and results of the implementation of an assessment of satisfaction of guests of a health-resort based on the requirements of clause 9.1.2 of ISO 9001 are presented. Attention is paid to the development of a questionnaire and questionnaire survey of a health-resort organization. The results of the guest satisfaction assessment over the past 3 years for the formation of the health-resort brand are given. The rebranding of the health-resort should take into account the target audience of «60+». 
Keywords: customer satisfaction, ISO 9001, brand, health-resort. 
References
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3. Standard ISO 9001: 2015 «Quality management systems. Requirements.»
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DOI: 10.34214/2312-5209-2019-23-3-20-23