j.d. power

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j.d. power

After Mastering Product Offerings, Hotels Must Turn Attention to Services, J.D. Power Study Finds

J.D. Power | July 24, 2018

COSTA MESA, Calif., July 24, 2018 -- It's a good time to be a hotel guest. Across the board, hotels are making their customers happier than ever, according to the J.D. Power 2018 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today. Driven by increased approval of guest rooms and hotel facilities, overall satisfaction for the industry increases 8 points to 825 (on a 1,000-point scale). "Hotels in all price ranges have excelled at ensuring their customers have a top-notch experience," said Jennifer Corwin, Associate Practice Lead for the Global Travel and Hospitality Practice at J.D. Power. "Yea...

Marriott’s Rewards Program Edges Out Hyatt for Top Ranking in in J.D. Power’s Hotel Loyalty Customer Satisfaction Survey

J.D. Power | November 29, 2017

COSTA MESA, Calif.: 29 Nov. 2017 — Having a diverse portfolio of reward options withhotel loyalty rewards programs is a key driver of member satisfaction. According to the J.D. Power 2017 Hotel Loyalty Program Satisfaction Study,SM overall satisfaction is higher among program members who redeem rewards for dining, product purchases and special events than among those redeeming rewards for hotel stays alone. The study measures customer satisfaction by examining four factors (in order of importance): ease of earning and redeeming rewards (35%); program benefits (27%); account management (22%); and member communication (16%). Satisfa...

“Enjoy Your Stay—and Have You Downloaded Our App?”

J.D. Power | July 12, 2017

COSTA MESA, Calif., July 13, 2017 -- Mobile apps are becoming as central to the hotel guest experience as soft pillows, extra towels and a competitive price. According to the J.D. Power 2017 North America Hotel Guest Satisfaction Index Study,SM released today, incorporating mobile apps and functionality into a hotel stay is associated with higher guest satisfaction. Integrating this technology also makes guests more willing to share their positive hotel experiences on social media. The risk for hotels is that greater use of mobile devices for booking means some guests might secure a room with an online travel agency (OTA), which is asso...

Hotel Guest Satisfaction Plateaus as “Perks” Become Standard Expectations, J.D. Power Study Finds

J.D. Power | July 13, 2016

COSTA MESA, Calif.: 13 July 2016 — As hotel guests increasingly come to expect amenities that used to be special perks, such as free Wi-Fi, complimentary breakfasts and premium bed linens, the industry may be reaching a customer satisfaction plateau, according to the J.D. Power 2016 North America Hotel Guest Satisfaction Index Study,SM released today. The study, now in its 20th year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; upper midscale; midscale; economy/budget; upper extended stay; and extended stay. Seven key measures are examined in each segment to determine overall sat...

Multi-Brand Hotels Earn Highest Loyalty/Rewards Program Satisfaction in J.D. Power Report

J.D. Power | April 11, 2016

COSTA MESA, Calif., April 11, 2016 -- As the competition among hotel loyalty/rewards programs continues to heat up, hotel chains having multiple brands, wide distribution networks and diverse partnerships demonstrate distinct advantages in satisfying their members, according to the J.D. Power 2016 Hotel Loyalty/Rewards Program Satisfaction Report,SM released today. The report measures customer satisfaction by examining six factors (in order of importance): account maintenance/management (23%); ease of redeeming points/miles (22%); ease of earning points/miles (18%); variety of benefits (16%); reward program terms (16%); and customer ser...

Highest-Ranked Online Travel Agencies Excel in Effectiveness of Website, J.D. Power Reports

J.D. Power | April 30, 2014

Price Continues to be a Key Driver of Customer Satisfaction WESTLAKE VILLAGE, Calif., April 30, 2014 -- While price continues to be an important factor driving customer satisfaction with online travel agencies, the highest-performing agencies excel by providing a superior website/online store experience, with clear layout and design, ease of navigation and useful information, according to the J.D. Power 2014 Online Travel Agency Satisfaction ReportSM released today. "In today's competitive market, offering a low price is a necessity but does not automatically ensure customer satisfaction," said Rick Garlick, global travel and hospitalit...

JD Power Reports Marriott Ranks First in Customer Satisfaction with Hotel Loyalty/Rewards Programs

J.D. Power | April 11, 2014

Recommendations from Hotel Staff as well as Friends and Family are Key Drivers of Customer Awareness and Adoption of Hotel Loyalty Programs WESTLAKE VILLAGE, Calif.: 11 April 2014 - Marriott Rewards1 ranks highest among hotel loyalty/rewards programs with an overall customer satisfaction score of 707 on a 1,000 point scale, according to the inaugural J.D. Power 2014 Hotel Loyalty/Rewards Program Satisfaction ReportSM released today. The report measures customer satisfaction by examining five factors (in order of importance): account maintenance/management (23%); ease of redeeming points/miles (22%); ease of earning points/miles (18%); r...


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