Service is key to business customers' wallets

17 August 2004
Service is key to business customers' wallets

Customer service is the key factor to influence business travellers' choice of hotel, according to research by management consultant Accenture.

Its poll of 318 UK business travellers who have journeyed 250 miles to one destination in the last six months found that 89% rated customer service most highly when selecting a hotel.

Only 11% were influenced by reward programmes.

But 54% complained that their preferred hotel does not recognise them as frequent customers, while 22% said that this recognition was not rewarded with special services.

by Angela Frewin

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