Check
-
in experience, professional and
empathetic staff
Room quality, facilities, housekeeping and
toiletries
Delivery on what was promised
Dining options and
personalised
dietary
customisation
On
-
site security personnel
Concierge service
Management of events and activities
Childcare services
Rated on a scale of 1
-
5, 5 being highest
Segment
CX
leader
CX
laggard
4.0
3.8
3.5
3.5
4.0
3.5
3.5
3.0
4.8
4.8
4.8
4.7
4.7
4.8
4.8
4.3
4.6
4.5
4.5
4.4
4.3
4.5
4.1
3.7
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey co
-
created with EQUiTOR Value Advisory