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J.D. Power and Associates syndicated research provides insight to clients in their quest to satisfy today's demanding consumers. The firm's syndicated research is derived from an industry-wide assessment of customer feedback. The research measures how well an industry, and the companies within it, listens to the voice of its customers. With this research, companies can identify the factors that comprise customer satisfaction, as well as the relative importance of those factors. In addition, each factor is comprised of numerous attributes that provide additional diagnostic capability.
North America Hotel Guest Satisfaction Study
The J.D. Power and Associates 2009 North America Hotel Guest Satisfaction Index StudySM provides a benchmark for measuring retention rates, designing improvement initiatives, and comparing hotel chain performance across North America. Guests are surveyed on their opinions regarding overall satisfaction with the entire guest experience, based on a recent guest stay, including problems experienced. Survey respondents evaluate their experience with:
- Reservation
- Check-in/check-out
- Guest room
- Food & beverage
- Hotel services
- Hotel facilities
- Costs & fees
The study evaluates six market segments—luxury, upscale, mid-scale full service, mid-scale limited service, economy/budget, and extended stay—which allows hotel executives to identify strengths and weaknesses relative to the competition. The objectives of this study are to:
- Measure the critical components that drive overall hotel guest satisfaction in North America
- Establish the relative importance of each measure to overall satisfaction
- Determine the performance of hotel brands, summarized into a single index score
- Identify areas of strength and weakness for each brand
- Track performance on an annual basis
To download the study brochure, click here
European Hotel Guest Satisfaction Study
The J.D. Power and Associates 2009 European Hotel Guest Satisfaction StudySM provides a benchmark for measuring retention rates, designing improvement initiatives, and comparing hotel chain performance across Europe. Guests are surveyed on their opinions regarding overall satisfaction with the entire guest experience, based on a recent guest stay, including problems experienced. Survey respondents evaluate their experience with:
- Reservation
- Check-In/Check-Out
- Guest Room
- Food & Beverage
- Hotel Services
- Hotel Facilities
- Costs & Fees
The study evaluates five market segments—luxury, upper upscale, upscale, mid-scale full service, and economy—which allows hotel executives to identify strengths and weaknesses relative to the competition. The objectives of this annual study are to:
- Measure the critical components that drive overall hotel guest satisfaction in Europe
- Establish the relative importance of each measure to overall satisfaction
- Determine the performance of hotel brands, summarized into a single index score
- Identify areas of strength and weakness for each brand
- Track performance on an annual basis
To download the study brochure, click here
Proprietary Hotel Research
In addition to industry-wide syndicated research, J.D. Power and Associates offers client-commissioned customized proprietary research services. Clients use this research to monitor quality and customer satisfaction over time for the entire chain as well as at the individual property level.
Tracking Studies
Proprietary tracking studies measure guest or meeting planner satisfaction, as well as a number of other performance variables, on an ongoing basis. Deliverables include executive summaries, monthly status reports, guest alerts/comments, performance reviews, key driver analyses, ad-hoc general manager support, and on-site training. Tracking studies help hotel managers and their staff monitor and improve customer satisfaction performance over time.
Employee Satisfaction Measurement Programs
Proprietary employee satisfaction programs are designed to meet specific client objectives. Results compare employee evaluations in two categories-management and non-management-and by job function. Employee satisfaction programs include measuring the effectiveness of:
- Company/product training
- Executive leadership
- Supervision and management effectiveness
- Employee teamwork/support/cooperation
- Job/career opportunities, salaries, and benefits
- Career development/promotion/opportunity
Meeting Planner Satisfaction
Meeting planner satisfaction programs are designed to meet specific client objectives. Understanding and satisfying the needs of meeting planners may lead to referrals and increased revenue for hotel chains. This proprietary research provides a comprehensive examination of the factors that influence meeting planner satisfaction and defines the importance of each factor to overall satisfaction. The meeting planner survey covers all phases of the meeting planning process including the sales, pre-event, event, and post-event processes.
Casino Research
J.D. Power and Associates' casino research is designed to support casino properties in their efforts to improve profitability and service excellence. Utilization of this research can lead to increased player satisfaction, loyalty, and referrals. This program evaluates satisfaction with casino facilities, gaming, beverage service, cage service, and frequent-player reward programs, among other subjects. Each area of evaluation includes a number of detailed attributes that provide additional diagnostic capability.
On-Site Property Quality Audits
Experienced and trained evaluators conduct on-site property quality audits, as well as complete property evaluations, to measure compliance with corporate standards. These audits incorporate key guest satisfaction drivers and utilize standardized audit procedures. Depending on the depth of criteria being evaluated, audits are usually completed during a one- or two-night guest stay. Extensive evaluation programs may require longer visits.
To inquire about proprietary or tracking research services, click here.