NEW YORK— The Luxury Institute’s latest Luxury Customer Experience Index survey shows that Mandarin Oriental has earned top honors as the luxury hotel brand that delivers the best customer experience. Customers ranked Mandarin Oriental ahead of second place finishers Ritz-Carlton and Four Seasons as well as third-place finisher St. Regis. These customers ranked 11 of the largest luxury hotel brands based on their direct individual experiences. The rest of the group includes Fairmont, InterContinental, Leading Hotels, Le Meridien, Loews, Park Hyatt and W Hotels. Mandarin Oriental also achieved the highest rankings in brand effectiveness, brand attitude, brand environment, price worthiness, customer retention and customer referrals. Meanwhile, Four Seasons had a near perfect score in the problem resolution category.
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