Singapore-based EXPIScore has unveiled a groundbreaking customer experience (CX) rating system specifically designed to meet the expectations of Asian consumers. This new system aims to address the gap left by existing Western-centric rating frameworks, which often do not align with the preferences of the Asia-Pacific (APAC) market. The initiative comes as APAC consumers are poised to significantly increase their travel spending, presenting both opportunities and challenges for the global hospitality industry.
Developed by Dr. Marigold Kimura, an expert in human-centric customer experience, in collaboration with industry veteran Peter Holland, the EXPIScore system evaluates properties based on a comprehensive set of criteria. These criteria, covering nearly 200 items, are derived from consumer surveys conducted in Asia and are regularly updated to reflect shifting consumer expectations. Properties are assessed on their guest experience performance, resulting in a score out of 100 that corresponds with a star rating.
The system is currently available to serviced residences, residential, and office properties, with plans to expand to hotels and purpose-built student accommodation (PBSA). “Asian consumers tend to be more value-conscious, creating demand for trustworthy and personalised guest experiences,” said Dr. Kimura. This sentiment is echoed by Peter Holland, who noted the dynamic nature of APAC consumers’ needs and preferences.
With APAC consumers expected to drive a surge in travel spending, EXPIScore’s system offers hospitality providers a valuable tool for enhancing guest experiences and tapping into this lucrative market. The company plans to expand its reach across APAC and beyond, aiming to integrate the best of Western and Eastern hospitality practices.
