The Crowne Plaza brand is leading the way in customer service according to feedback from Australian hotel guests. New research shows that 79% of customers were ‘satisfied’ with their stays through the last six months. The Roy Morgan Research Hotel Customer Satisfaction Survey assesses 27 accommodation providers, putting Crowne Plaza at the top of the customer satisfaction table. For the year ending June 2011, 90% of customers were satisfied with Crowne Plaza, followed closely by Mantra (89%), Sheraton (88%), Hilton (87%), and Westin (86%). Greatest improvement in satisfaction was recorded for Golden Chain (up 4%), Sheraton (up 3%), Crowne Plaza (up 2%) and Hilton (up 1%).
Jane Ianniello, International Director of Tourism, Travel & Leisure at Roy Morgan Research, said; “There is only a four percentage point gap in customer satisfaction between the top six performing hotels, indicating that all of them are competing strongly for the same premium customers.”
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