Top luxury hotels rated
Mandarin Oriental came out on top in the new Luxury Customer Experience Index survey (LCEI).
Ritz-Carlton and Four seasons tied for second. St. Regis was a close third.
Wealthy customers rated 11 of the largest Luxury Hotels brands based on their individual experiences. They included Fairmont, Four Seasons, Inter-Continental, Leading Hotels, Le Meridien, Loews, Mandarin Oriental, Park Hyatt, Ritz-Carlton, St. Regis, and W Hotels.
“Ritz-Carlton had the highest number of wealthy consumers reporting stays in the past 18 months (26.9%), with Four Seasons second (21.6 %),” said Milton Pedraza, CEO of the Luxury Institute.
”However, Mandarin Oriental, which only had 5.1% reported stays, received the highest Customer Experience Index score of 89, edging out Ritz-Carlton and Four Seasons, both at 87,” he added.
Mandarin Oriental achieved the highest scores in Brand Effectiveness, Brand Attitude, Brand Environment, Price Worthiness, and in the important Customer Retention and Customer Referral Indexes.
Four Seasons had a near-perfect score in the Problem-Resolution index, thanks to a very low incidence of problems encountered by guests.
Mr Pedraza said the LCEI delivers metrics based on the four “pillars” of a Customer’s Experience, including: Experience Drivers, Price Worthiness, Customer Retention and Customer Referral, for each brand in a category.
Mr Pedaza calls the Luxury Institute a “pioneer” in developing objective and independent customer opinions.
The new Luxury Customer Experience Index survey (LCEI) complements the Luxury Institute’s reputation survey (Luxury Brand Status Index survey-LBSI).
The new LCEI is the result of requests from luxury CEOs for an objective and independent set of consumer satisfaction results with benchmarking data.
Said Mr Pedraza:
“Luxury CEOs have told us that they need to know objectively both how the target market perceives their brand’s reputation and that of their competitors’ brands (LBSI), as well as how customers rate their brand experience and their competitors’ experiences (LCEI).”
Report by David Wilkening
David
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