Shape the Entire Guest Experience
Hoteliers who make their customer experience a priority will reap the benefits in profits and reputation. Understanding the Voice of the Customer is the first step in targeting performance improvement initiatives that may increase overall guest satisfaction. High levels of satisfaction correlate markedly with influencing guest retention, incremental spend and brand loyalty, which contribute to a healthier bottom line.
North America Hotel Guest Satisfaction Study
The J.D. Power North America Hotel Guest Satisfaction StudySM measures guest satisfaction with the entire hotel experience, from reservation to check-out, based on a recent guest stay. The study evaluates six market segments and captures data from approx. 38,000 survey respondents. Study data provides a competitive benchmark to measure guest advocacy and loyalty; identify improvement initiatives; and compare hotel brand performance. The study is continuously fielded throughout the year. Subscribe now
Third-Party Hotel Management Guest Satisfaction Benchmark
J.D. Power’s Third-Party Hotel Management Guest Satisfaction Benchmark enables third-party hotel management firms to measure service quality and key factors driving guest satisfaction across properties under management and benchmark guest satisfaction performance against other third-party operators. In addition, subscribers are able to identify strengths, weaknesses, and opportunities via performance diagnostics in all areas of operation including front-of-house staff service, guest rooms and housekeeping, food & beverage, services/amenities and more. Subscribe now
U.S. Travel App and Website Studies
Travel apps and websites draw millions of visitors daily and continue to be important to success in the travel industry. Digital experience is a key driver of satisfaction with the overall travel experience. Travelers use apps and websites for planning, booking, managing day-of-travel and account management. They have high expectations based on experiences both within and outside of the travel industry. Travel brands with the best digital experience are well positioned to grow/take market share from competitors.Learn more about the U.S. Travel App Satisfaction Study
Learn more about the U.S. Travel Website Satisfaction Study
One of the biggest challenges in the hospitality industry today is cost-effectively monitoring guest attitudes and issues. Although intercept surveys provide detailed and robust data, they can also be time-consuming and expensive. Management priorities and need for specific information changes constantly. Information on specific locations, brands or stakeholders are difficult to capture. Survey efforts may be affected by travel trends, weather, seasonality and construction. As a result, a hotel’s critical guest insight needs often go unmet. J.D. Power Traveler View is an innovative information solution that uses guests’ smartphones to collect on demand feedback. It works with a hotel’s Wi-Fi system to deliver short, in-the-moment surveys to guests who authenticate to the Wi-Fi. J.D. Power Traveler View works with all known Wi-Fi systems, including those managed by third parties. Guests can also opt out of the survey at any time if they don’t wish to be surveyed. This innovative solution gives you access to the actionable information you need to improve the guest experience, increase guest satisfaction, drive revenues, and more. Learn more about Traveler View
J.D. Power studies, products, and services are available for purchase. If you’re interested in subscribing to a J.D. Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
If you’ve received a J.D. Power survey and have questions or comments, please contact us here.
For all other inquiries, you can contact us here.