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Customer Satisfaction With Hotels Continues Free Fall, While Online Travel Agencies Bounce Back Slightly

ACSI | April 26, 2022

ANN ARBOR, Mich.--Customers have started to scratch their travel itch once again, but expectations aren’t being met. According to the American Customer Satisfaction Index (ACSI®) Travel Study 2021-2022, satisfaction with airlines is flying in the wrong direction, hotels aren’t hosting happy guests, and car rentals can’t get back on track. Online travel agencies are the only industry to improve customer satisfaction, but not by much. “Many folks ventured out to travel for the first time since the pandemic hit only to be met with lackluster service and dashed hopes,” says Forrest Morgeson, Assistant Professor of Marketing at M...

Customer Satisfaction With Hotels Hit Worst Mark in More Than a Decade, ACSI Data Show

the ACSI | April 27, 2021

ANN ARBOR, Mich. - April 27, 2021 - When the COVID-19 pandemic hit the United States, travel industries were among the first businesses to take the brunt of the global crisis—and no segment was spared. According to the American Customer Satisfaction Index (ACSI®) Travel Report 2020-2021, only airlines keep customer satisfaction moving in a positive direction. The car rental industry holds steady, yet guest satisfaction for hotels heads south, as almost every major chain experiences ACSI losses. Satisfaction with online travel agencies sinks to an all-time low. “Prior to the pandemic, the state of customer satisfaction among airline...

Marriott Tops Across the Board in Hotel Brand Satisfaction Study From ACSI

ACSI | October 1, 2013

ANN ARBOR, Mich. (October 1, 2013) - Marriott International demonstrates customer satisfaction leadership across its entire portfolio in a hotel brand study released today by the American Customer Satisfaction Index (ACSI). The new study provides 2013 customer satisfaction benchmarks for 24 lodging chains serving business and leisure travelers in the United States. The study includes a diverse array of hotel properties-from luxury, upper-upscale and upscale to midscale and economy offerings. Guests who choose luxury accommodations show a strong preference for Marriott's signature JW Marriott hotels (83 on a 0 to 100 scale) over Hyatt Ho...

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