Seamlessness of the booking process
Clear communication of hotel rules and policy
Overall impression on
-
value for money
Easy to avail discounts, deals and offers
Accessible and unbiased reviews and
testimonials
Responsiveness to requests like early check in,
pick and drop facility
Proximity to local attractions and landmarks
3.8
3.8
4.0
3.5
4.0
4.2
4.2
4.3
4.5
4.5
4.4
4.6
4.6
4.2
5.0
5.0
5.0
5.0
5.0
5.0
4.3
CX laggard
CX leader
Segment
Rated on a scale of 1
-
5, 5 being highest
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey, co
-
created with EQUiTOR Value Advisory