The oaks at ojai is an award-winning destination spa in california. two thirds of the oaks' guests are repeat visitors who return to the spa for a fun and relaxing service experience unsurpassed by other spas. just before heading home, each guest is asked to complete a questionnaire and provide feedback about his or her experience. questions are specific and management meets weekly to review and discuss the improvements suggested by guests. each guest who completed a questionnaire receives a letter of with a promise to follow up on any issues mentioned. by conducting research and focusing on customer relationships, the oaks is closing provider of the gaps model of service quality.