The new JD Power 2013 North America Hotel Guest Satisfaction Index Study has just been released. After two years of declines, hotel guest satisfaction increases to a seven-year high. From the press release:
Overall guest satisfaction averages 777 on a 1,000-point scale, up 20 points from 2012. This marks the highest satisfaction index score for the hotel industry since the introduction of the current study methodology in 2006. Satisfaction has increased in all seven factors, with the largest increases in reservation, cost and fees, and check-in/check-out.
“The fact that guest satisfaction has turned a corner is great news for an industry that has struggled to sufficiently meet guest expectations in the past few years,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power. “Many hotel chains are finally benefitting from the long-term investments they have been making to improve their properties in terms of staffing, rooms and facilities. Furthermore, cost and fees satisfaction has increased while the factor has simultaneously declined in relative importance to overall satisfaction across all segments, indicating reduced price sensitivity among guests. These are all positive changes for the industry.”
Once again, The Ritz-Carlton claimed the top spot for the luxury brands. Here are the top-ranking hotels by division:
Set your DVRs, CNBC has recently started airing their new special on Marriott.
In the June 2010 issue of Consumer Reports, they have a special travel section that tells readers how to get great deals on travel. They also announce their ratings for the year. The hotel ratings, based on over 27,000 reader’s surveys, are somewhat surprising. Consumer Reports has odd categories of hotels such as ‘fanciest’, ‘luxury’, and ‘upscale’. The ‘upscale’ category for instance has both full-service and limited-service hotels.
A really good article from USA Today about hotels struggling to survive. Check out the full article on USA Today’s website.
Four Seasons Hotels & Resorts (12th place), Ritz-Carlton (5th), and JW Marriott (25th) all made the top 25 of BusinessWeek’s annual best companies for customer service. All three hotel brands received an ‘A’ on both Quality of Staff and Efficiency of Service. All three also scored about 50 percent on Definitely Would Recommend Brand. JW Marriott did the best on Will Definitely Repurchase by scoring 48 percent, a tremendous score for a hotel.