jd power
Third-Party Hotel Management Companies Facing Higher Guest Expectations as Room Rates Increase, J.D. Power Finds
J.D. Power | September 15, 2022
Davidson Hospitality Group Ranks Highest in Guest Satisfaction TROY, Mich.: 15 Sept. 2022 — With average daily room rates at hotels in North America now averaging nearly $150—roughly 15% higher than pre-pandemic levels,1—hotel guests have become more critical than ever of the décor, amenities and food and beverage options provided by the world’s largest third-party hotel management companies. According to the J.D. Power 2022 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, customer satisfaction declines 4 points (on a 1,000-point scale) this year, as higher prices drive increased scruti...
North America Hotel Guest Satisfaction Declines as Travel Volume, Room Rates Rise, J.D. Power Finds
J.D. Power | July 13, 2022
Rise in Demand and Room Rates Puts Pressure on Guest Satisfaction as Hotels Manage Delicate Balance Between Recovery and Guest Experience Hotel occupancy rates are on track to approach pre-pandemic levels this year[1] as travelers get back on the road and in the air to make up for two-plus years of deferred vacation plans. However, according to the J.D. Power 2022 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, the surge in deman and steadily climbing prices have not been met with a corresponding improvement in amenities or services. As a result, overall hotel guest satisfaction declines 8 points (on a 1,000...
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...
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...
Travel Industry Apps and Websites Continue to Play Catch-Up With Digital Leaders in Other Industries
J.D. Power | November 20, 2019
COSTA MESA, Calif.--November 20, 2019--When it comes to customer satisfaction, many of the travel apps and websites created by legacy hotel, airline and rental car brands are lagging those of digital native online travel agencies (OTAs) and travel industry disruptors, such as Uber, Lyft and Airbnb. But that’s not all. According to the J.D. Power 2019 U.S. Travel App Satisfaction StudySM and the J.D. Power 2019 U.S. Travel Website Satisfaction StudySM, both released today, all travel industry websites—even those operated by digital natives—score substantially lower in customer satisfaction than do high-scoring websites in other industrie...
“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...
