Seamless booking process and
communication of hotel rules and policy
Reviews and testimonials
Overall impression on
-
value for money
Proximity to local attractions and landmarks
Responsiveness to requests like early check
in, pick and drop facility
Privacy, exclusivity, and security features
Amenities like pool, gym, spa service adding
to luxury experience and ambience
Recreational facilities catering to all age group
Rated on a scale of 1
-
5, 5 being highest
3.5
4.0
3.6
3.2
3.2
3.7
3.7
3.8
5.0
5.0
5.0
5.0
5.0
5.0
4.5
4.0
4.2
4.7
4.4
4.0
4.4
4.5
4.4
4.4
Segment
CX leader
CX laggard
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey co
-
created with EQUiTOR Value Advisory