In today’s modern, competitive, fast-paced and global economy, a company has to consider its customers more than ever. In order to be successful in the market it is not sufficient to simply attract new customers. Organisations must concentrate on retaining existing customers, implementing effective customer satisfaction and loyalty policies. The ‘Guest Satisfaction Survey System’ developed by ALEA helps the hospitality industry focus on customer satisfaction, which improves customer loyalty, thus projecting a positive image. The system shows the satisfaction rate and the overall problem resolution statistics based on various sections and departments.