1. How satisfied are you with Ritz-Carlton?
2. How likely are you to continue to choose Ritz-Carlton?
3. How likely are you to recommend Ritz-Carlton to a friend or
associate?
4. Ritz-Carlton is a name I can always trust.
5. Ritz-Carlton always delivers on what they promise.
6. Ritz-Carlton always treats me fairly.
7. If a problem arises, I can always count on Ritz-Carlton to
reach a fair and satisfactory resolution.
8. I feel proud to be a Ritz-Carlton customer.
9. Ritz-Carlton always treats me with respect.
10. Ritz-Carlton is the perfect hotel for people like me.
11. I can’t imagine a world without Ritz-Carlton.

– From ‘ The New Gold Standard’ (Leadership Principles for Creating a Legendary Customer Experience at Ritz Carlton)