consumer insights
Hotel Hiring Spree Pays Dividends in Customer Satisfaction, J.D. Power Finds
J.D. Power | July 26, 2023
Staff Service, Effective Problem Resolution Keep Guests Coming Back for More Amid Ongoing Travel Boom TROY, Mich.: 26 July 2023 — With average U.S. hotel occupancy on track to reach 63.8% in 2023,1 just shy of the pre-pandemic level of 65.9%, business and leisure travelers are packing into hotels throughout North America for a second consecutive year. Hotels have risen to the challenge by ratcheting up staffing and doubling down on customer service. According to the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, staff service garners the highest level of satisfaction among all guest experi...
North American Hotel Guests Want Breakfast Back, J.D. Power Finds
J.D. Power | July 14, 2021
Frontline hotel staff did not have an easy job during the past year. Tasked with enforcing mask mandates, reminding guests which services were temporarily unavailable due to the pandemic and putting their own health at risk daily, these workers still managed to keep guests happy. The hotel industry overall maintains a strong overall customer satisfaction score in the J.D. Power 2021 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today. But now that the pandemic is waning, hotel guests have made it clear they want breakfast and other hotel amenities. “Frontline staff have been the real heroes of the North American...
What Is Service Design?
EHL | September 1, 2020
With this in mind, service design can be applied to both new services and existing ones. Possibilities and opportunities for best-case-scenario service provision are analyzed and stakeholder expectations assessed. According to the Institute of User Experience Design, considerations of personas, the customer journey and touchpoints help feed into the ideal service provision outcome – for customers and service providers alike. This distinction between customers and service providers draws our attention to an important concept in service design: the differentiation between “frontstage” and “backstage”. As the terms suggest, the key ...
As Consumers and Travel Suppliers Work Through Crisis, Most Travelers Satisfied With Industry Response So Far
J.D. Power | March 26, 2020
60% of travelers agree hoteliers, cruise lines and airlines have demonstrated concern for the health and safety of the traveling public. More than half of the travelers surveyed believe travel suppliers are meeting or exceeding expectations on cancellation policies. A majority of travelers (65%) believe that travel suppliers have provided a good level of information about cleaning procedures. As travelers and travel suppliers struggle to make sense of what impact the coronavirus crisis is having on their personal and professional lives, a pulse survey conducted by J.D. Power finds that the travel industry is genera...
Quality of Sleep Is Significant Opportunity for North American Hotels, J.D. Power Finds
J.D. Power | July 24, 2019
Fewer Than 30% of Hotel Guests Experience “Better Than Expected” Night’s Sleep COSTA MESA, Calif.: 24 July 2019 — Forget the minibar, sleek lobby and mints on the pillow. If hotels really want to build loyalty and delight their customers with stand-out lodging experiences, they need to focus on the bed. According to the J.D. Power 2019 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, quality of sleep is one of the most important components of a hotel guest experience with the potential to drive overall satisfaction and brand loyalty, but the majority of hotels are not delivering better-than-expected sleep...
