According to the results of the most extensive ranking survey to be conducted in Germany, Deutsche Hospitality’s IntercityHotel brand has once again offered some of the best customer service found in any sector during 2019. IntercityHotel achieved a “Service Experience Score” of 68.6 percent in “Service Champions Germany”, a broadly based customer poll carried out annually, and thus earned a “Service Champions Gold” Award.
“Our IntercityHotels are a friendly, time-saving and convenient option,” said Thomas Willms, CEO of Deutsche Hospitality. “Nevertheless, they also offer a high level of service quality and provide all the comfort guests would expect to find in an upper mid-segment hotel. For this reason, we are absolutely delighted to receive such an excellent placing in the ‘Service Champions Germany’ survey. This outcome represents a fantastic accolade for the commitment which our associates show every single day.”
In addition to personal contact, the stay at the IntercityHotel can also be experienced digitally: Booking, services, check-in and check-out run completely, if desired, via the IntercityHotel app. A digital concierge at the hotel not only provides information about the restaurant and sports activities, but also provides real-time information on public transport and flight times.
The “Service Champion” Awards were jointly initiated by the analysis company Service Value GmbH, the Goethe University of Frankfurt am Main and the newspaper DIE WELT. Rankings are arrived at by asking over 1.7 million customers to give feedback on 3,530 companies operating in 353 different sectors. The Service Experience Score (SES) has been created in order to provide an efficient instrument to measure perceived levels of customer service and to express these in terms of a specific figure. The ranking list was informed by the verdicts of both present and past customers.
Source : Company