Premier Inn currently sits in 26th place in the Customer Experience Excellence (CEE) rankings, showi

Premier Inn and Hampton Inn Suites are hotel chains operating in the UK and US respectively. They both target a similar customer base, but what can the customer experience analytics tell us about each brand s performance?
cheap hotels in chicago Premier Inn currently sits in 26th place in the Customer Experience Excellence (CEE) rankings, showing no movement from the previous year where it held the same position. It has a CEE score of 7.72. Hampton Inn Suites, on the other hand, currently ranks in a slightly lower 28th place, with a CEE score of 7.21. How are these numbers reflected in the Six Pillar System™?
Personalisation is certainly a strong pillar for Premier Inn with an impressive score of 8.09. Customers have praised the lengths its staff members have gone to in order to ensure a comfortable stay for their guests.
Upon arrival at the Premier Inn, we were greeted by a friendly receptionist who briefed us fully on what we could expect. The room was clean and comfortable and had extra measures such as fans, extra blankets, different pillow types, to accommodate for all [our] needs
Although Hampton Inn Suites is similarly successful in this pillar, with a respectable score of 7.77, the customer experience analytics illustrate an inconsistency in the quality of guests visits, cheap hotels in chicago which seem to vary depending on the location. One customer stated that it was the quality of customer relations which was most inconsistent, highlighting possible communication issues at staff level. This could explain the brand s slightly lower pillar cheap hotels in chicago score in this instance.
However, both brands perform strongly in the pillar of time and effort, with Premier Inn scoring a noteworthy 8.17, followed by Hampton Inn Suite s 8.11. Premier Inn customers have praised the ease of the brand s booking process, while others have noted the efficiency cheap hotels in chicago staff members have shown responding to various issues, such as incorrect sleeping arrangements or a lack of towels.
Both Premier Inn and Hampton Inn Suites are achieving strong results across the six pillars, with high CEE scores and excellent rankings. Hampton Inn Suites cheap hotels in chicago does achieve slightly lower scores in the pillars of integrity and empathy, however, cheap hotels in chicago and these will be key areas for it to focus on if it is to achieve greater success in the future.
Full details of the Top 20 performers in each market (UK, USA and Australia Six pillar benchmark scores for the leading brands in Customer Experience Customer cheap hotels in chicago verbatim from the study relevant to individual six pillar performance Click to access The Excellence Centre
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