Ritz-Carlton, Millenia tops Customer Satisfaction Index 2009

Ritz-Carlston, Millenia beat not only its hotel competitors but seven other industries which took part in the national survey.

Ritz-Carlston Millenia scored 78 at the Customer Satisfaction Index for Singapore (CSISG) 2009, beating not only its hotel competitors but 7 other industries which took part in the national survey, significantly higher than the hotel industry average of 68.9 and national average of 68.

Ritz- Carlton, Millenia is a top CSISG scorer for 2 years running but the hotel vowed not to rest on its laurels but to focus on creating exceptional ‘WOW’ experiences for its guests.

In May 2009, the hotel embarked on a Customer-Centric Initiative themed, “Mystique Moments.” The initiative aims to propel existing high service standards to a greater plateau, transforming the service levels from satisfaction to engagement and ultimately to mystique.

The Ritz-Carlton, Millenia Singapore is also ranked amongst the best in the world by Condé Nast Traveler U.S.A., Travel + Leisure U.S.A., DestinAsian as well as Asiamoney. Last November, The Ritz-Carlton, Millenia was also honoured with “Best Hotel Experience” at the inaugural Singapore Experience Awards organised by the Singapore Tourism Board.

“We are constantly challenging ourselves and looking for ways to create experiences that are unique and innovative for our guests as providing legendary service is an ongoing process. We believe the opportunity to wow our guests lies in our hands. As such, to ensure that we continuously raise the bar and achieve higher standards of excellence for our guests, we embrace the opportunity to be part of the CCI programme as it provides another platform to further enhance our service excellence and commitment towards our guests.” said the hotel Director of Human Resources, Cecilia Chia.

Mr Yeo Guat Kwang, Co-Chairperson of the CCI Committee and NTUC Director (Quality Worklife) said, “The Ritz-Carlton, Millenia’s commitment to service is remarkable. It is constantly enhancing its processes to deliver exceptional service to guests. By empowering its staff to anticipate the needs of its guests, it is increasing "customer productivity" and the outcome is the hotel has seen increased repeat business. The Ritz-Carlton, Millenia knows that if it can provide the best service, guests will continue to patronise the hotel.”

Ms Choy Sauw Kook, Co-Chairperson of the CCI Committee and SPRING Assistant Chief Executive said, “The Ritz-Carlton, Millenia shows that in order to deliver outstanding service to its guests, its employees have to believe in the values and the philosophies behind it. The level of engagement invested with its employees has reaped rewards for the hotel, and created an environment for more guest-centric initiatives.”