Just as Starwood Preferred Guest (SPG) leaped from seventh to first in Middle East / Asia / Oceania in the Best Redemption Ability category, the program did the same again to win Best Customer Service. But SPG is no stranger to the Best Customer Service category with 12 previous wins internationally in this category.
Kyndra Russell, VP Digital Loyalty and Partnership Marketing accepted the award.
This is the second year in a row for IHG Rewards Club to win in this category and their ranking increased from 7.96 last year to 8.30 this year—quite an impressive improvement. IHG Rewards Club customer care is available 24/7.
Scott Fillian Manager, Loyalty Programs and Gretchen Sanford accepted the award for IHG.
When it comes to providing excellent customer service, Marriott Rewards is tough to beat. This is Marriott Rewards’ eighth consecutive win in the Americas for Best Customer Service. All the perks in the world are worth less than a consistent and noticeable appreciation for the customer. Marriott Rewards continues to offer a responsive customer service experience.
Reese Thorne, Director of Operations – Marriott Guest Services accepted the award.
Last year’s seventh place program in this category makes a very impressive leap to first place this year. But Starwood is no stranger to this category having won several times in the past. Members who redeem their points for five nights will get their fifth night free at Category 3-7 hotels. An interesting side note is that IHG Rewards had the exact same ranking of 7.66 last year and this year and came in third place both years.
Marriott Rewards wins in this all-important category for a third year in a row. Marriott has plenty of properties, in locations where their members want to stay, and at different levels of service. With this vote, members are saying that they have been pleased with the ability to redeem their points for the awards they want. The first four programs below also finished in the same ranking last year.