Steigenberger comes out on top in the 2019 Service Champion poll
Deutsche Hospitality’s luxury brand achieves the highest overall score in Germany’s most extensive service ranking system
According to the results of the largest poll of its type to be conducted in Germany, Steigenberger Hotels & Resorts is delivering the best level of service across all sectors. In the comprehensive “Service Champions Germany” customer survey, the brand fought off competition from more than 3,500 other companies to emerge with a “Service Experience Score” of 78.3 percent. This was the best result recorded.
“Being named overall Service Champion across all sectors is an outstanding confirmation of the efforts put in by staff at Steigenberger Hotels & Resorts on a daily basis,” said Thomas Willms, CEO, Deutsche Hospitality. “We launched the Evolution Steigenberger process at the beginning of the year with the objective of developing the brand still further without diluting its core attributes of tradition, perfection and caring. This accolade very much shows that we are on the right path.”
The “Service Champion” poll was jointly initiated by the analysis company ServiceValue GmbH, the Goethe University Frankfurt am Main and the newspaper DIE WELT. Rankings are based on 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 comprises the verdicts of both present and past customers.
The core elements of Evolution Steigenberger include dedicated Welcome Managers at the hotels, pop-up museums and fashion events, integration into the local cultural and music scene, a new logo, fresh imagery, innovative design and extremely expansive renovation works. Steigenberger is also engaging in a special form of strategic partnerships for the first time. The idea of such collaborations is to work together to offer added value. Steigenberger guests will, for example, be able to enjoy an exclusive Steigenberger Limousine Service “powered by Sixt” which features a personal chauffeur. The installation of coffee manudactories in the lobby, ongoing enhancement of the famous Steigenberger Breakfast and a multitude of new digital touch points such as the Steigenberger Tablet are all hallmarks of the initial phase of Steigenberger Evolution. These aspects have been developed in conjunction with guests and Steigenberger Hotels & Resorts employees. Steigenberger and its partners are investing a total of around €120 million in renovation and modernisation works to accompany the Evolution Steigenberger programme.
For more information (German-only) about the results of the rankings, please visit:
About Steigenberger Hotels & Resorts
Steigenberger Hotels & Resorts is a Deutsche Hospitality brand. It represents the epitome of luxury and perfect hospitality. Visitors can choose from historic hotels rich in tradition, lively city residences and health and beauty oases at the very heart of nature. The portfolio includes 60 hotels in eleven countries in Europe, Asia and Africa. Deutsche Hospitality operates four further brands. MAXX by Steigenberger is a new and charismatic concept which places the focus on the essential in accordance with its motto “MAXXimize your stay”. Jaz in the City branded hotels reflect metropolitan lifestyle and draw upon the local music and cultural scene. IntercityHotel offers 40 upper modern upper mid-scale urban hotels, all of which are located within easy walking distance of railway stations or airports, whilst Zleep Hotels provide quality and design at an affordable price in Denmark and Sweden.