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    India CX Report'25: Hotels

    Hoteliers must assess the role of facilities and service levels in delivering the right Customer Experience across different establishments

    India CX Report'25: Hotels

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    Premium hotel segment has an opportunity to differentiate on the booking process, communication on policy, and childcare services

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    Segment is performing well on the prioritised attributes such as on-site experience, customer support, and quality of rooms and facilities

    gpp_good

    Good performance of the segment across prioritised experience attributes can be mapped to high customer retention wth 55 percent of customers being brand ambassadors

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    The customer’s willingness to pay more is high across the leading pillars of experience - ‘Expectation’ and ‘Integrity’

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    57 percent of the consumers consider their on-premise stay as the most impactful in defining the overall experience with the brand

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    Despite good performance in the pre-stay and on-premise stay, the segment is performing poorly on the post-visit touchpoints, particularly

    1. Transparent billing
    2. Option of luggage assistance
    key

    The key attribute driving both ambassadors and switchers is ‘Value for money’

    insights

    Although customers prioritize the ‘Expectation’ pillar, their willingness to pay more is higher for the ‘Empathy’ pillar

    Premium Hotels

    Findings across hotels operating at a high price point offering a wide range of facilities and high-quality services
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    Premium Hotels

    Budget Hotels

    Findings across hotels offering essential facilities at an affordable price point
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    Budget Hotels
    In premium hotel segment, along with service levels, facilities play a crucial role in making or breaking the customer experience. Brands can hence differentiate themselves by offering wellness focused facilities such as gyms, spas and healthy dining options. Providing childcare options for families on leisure trips, ensuring personalised guest experiences, and seamless digital check-ins can also help brands in the segment stand out from their peers. The segment also sees high levels of repeat customers with 55 percent of customers being strong ambassadors. Customer's strong willingness to pay more is high across the experience pillars of ‘Expectation’ and ‘Integrity’ and hence, improving on these pillars will drive further brand advocacy and market growth

    Chintan Patel

    Partner, Deal Advisory & Head - Building, Construction and Real Estate

    Chintan Patel

    Key Contacts

    Nikhil Sethi
    Nikhil Sethi

    National Leader Consumer Goods and Co-Lead Customer & Operations

    KPMG in India

    Chintan Patel
    Chintan Patel

    Partner, Deal Advisory & Head - Building, Construction and Real Estate

    KPMG in India

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