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“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...

Visitors Spend More in Cities They Love, J.D. Power Study Finds

J.D. Power | October 20, 2016

Las Vegas, Austin, Orlando, New York, Columbus Top-Ranked U.S. Destinations in Their Regions COSTA MESA, Calif.: 19 Oct. 2016 — Just as people in love are more willing to open their pocketbooks, the same can be said about visitors in cities that capture their hearts. When visitors are delighted with their travel experience in a particular city, they spend considerably more during their stay than the average traveler, according to the J.D. Power 2016 Destination Experience Satisfaction Study,SM released today. The first-of-its-kind study measures overall satisfaction among visitors to the top 50 U.S. travel destinations for busines...

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...

Millennials: Not as Fickle or Anti-Establishment as You Think, According to J.D. Power Report

J.D. Power | March 29, 2016

Report on Millennial Generation Captures Data from More Than 600,000 Survey Respondents across 15 Different Industries WESTLAKE, Calif.: 29 March 2016 — J.D. Power today released the first-ever Millennials Insight Report: The Customer Experience Perspective,SM defining the quintessential makeup and customer experience preferences of Millennials—those born between 1982 and 1994—to help companies understand, predict and satisfy the future wants and needs of one of the largest, most unique and ethnically diverse generations in U.S. history. Considered the most comprehensive report on Millennials to date, the inaugural rep...

J.D. Power: Marriott’s Focus on Consistency May Boost Starwood Brands

Rick Garlick | November 19, 2015

By Rick Garlick, Ph.D., Global Travel and Hospitality Practice Lead for J.D. Power Marriott's acquisition of Starwood offers a number of interesting possibilities, particularly since there is quite a bit of overlap among their respective brands within tiers. For example, Ritz-Carlton and J.W. Marriott are both counted among the 'luxury' brands by Smith Travel Research, as are Starwood's W Hotels, along with St. Regis and The Luxury Collection. Similarly, full service Marriott Hotels, Renaissance, and newly acquired Delta Hotels are upper upscale brands, as are Starwood's Westin, Sheraton, and Le Meridian hotels; and ...

Hotel Guest Satisfaction Reaches All-Time High; Incidence of Problems Hits Record Low

J.D. Power | July 15, 2015

The Ritz-Carlton; Omni Hotels & Resorts; Hyatt Place; Drury Hotels; Wingate by Wyndham; Microtel Inn & Suites by Wyndham; Homewood Suites by Hilton; and Candlewood Suites Each Rank Highest in Guest Satisfaction in Their Respective Segments WESTLAKE VILLAGE, Calif., July 15, 2015 -- Hotel guest satisfaction has risen to a record high, while the number of guests experiencing problems during their stay has dropped significantly, according to the J.D. Power 2015 North America Hotel Guest Satisfaction Index StudySM released today. The study, now in its 19th year, measures overall guest satisfaction across eight hotel segments: luxury...

Hotel Loyalty and Reward Program Features and Benefits Prove Key to Member Satisfaction

J.D. Power & McGraw Hill Financial | April 8, 2015

Regardless of the Number of Hotel Brand Locations Delta Privilege and Hilton HHonors Rank Highest in a Tie in Overall Customer Satisfaction with Hotel Loyalty/Rewards Programs WESTLAKE VILLAGE, Calif., April 8, 2015 -- Hotel loyalty and reward program features and benefits—earning and redeeming rewards—prove key to member satisfaction regardless of the number of hotel brand locations, according to the J.D. Power 2015 Hotel Loyalty/Rewards Program Satisfaction ReportSM released today. The report measures customer satisfaction by examining six factors (in order of importance): account maintenance/management (23%); ease of redeeming po...

Study Shows Hotel Satisfaction Reaches Record High; Gen Y More Critical But Perhaps Not Less Loyal

July 16, 2014

WESTLAKE VILLAGE, Calif., July 16, 2014 -- Hotel guest satisfaction has reached its highest level since J.D. Power revised its methodology in 2006, according to the J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM released today. The study, now in its 18th year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; midscale full service; midscale; economy/budget; upper extended stay; and extended stay. Seven key factors are examined in each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilit...

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