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.
The Solution
JD Power North America Hotel Guest Satisfaction Index Study measures guest satisfaction with the entire hotel stay experience, from pre-stay communication to check-out, based on a recent guest stay. The study benchmarks brand performance in each of the following market segments: luxury, upper upscale, upscale, upscale extended stay, upper midscale, upper midscale and midscale extended stay, midscale, economy extended stay and economy. See the complete brand list here.
Study subscription provides access to the tools you need to gain an in-depth understanding of your how your hotel brand is performing and identify the areas that need improvement. Businesses that use our research solutions are better positioned to target performance solutions that have a direct impact on ROI.
Subscribers to the North America Hotel Guest Satisfaction Study will have the opportunity to meet directly with the JD Power team to better understand the results and discuss actionable recommendations for performance improvement. Subscribers also have access to the analytical tools and consultation needed to gain a comprehensive, in-depth understanding of your brand’s performance relative to competitive brands in the marketplace.
Deliverables include:
KPI analysis examining the actions with the greatest impact on customer satisfaction, enabling you to target and prioritize your improvement initiatives.
Personalized competitive data set allowing you to see how you stack up against competitors, the industry, and the highest performers across study factors.
Access to online data portals for in-depth data analysis and the full subscription year data set.
Executive presentation with management insights, which include customized strategic recommendations, study results, ongoing best practices, and analyses of high-performing hotel brands.
Brand-specific presentation provided for each ranked brand under your portfolio. In-person presentations can be a limited subset or combination of relevant brands. Overview or aggregated brand presentations are also available upon request.
2026 Final Results and Press Release: July 14, 2026
2027 Study Fielding Begins: June 2026
2027 First Data Publish: October 14, 2026
2027 Second data publish: January 12, 2027
2027 Third publish: April 13, 2027
2027 Final and press release: July 13, 2027
(*Subject to change; updated 04/28/2026)
Press Release & Award Information
JD Power will issue a national press release that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet JD Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the JD Power award licensing program, which requires subscribing to the study as a prerequisite.
Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn More
Make decisions with confidence.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
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.
Third-Party Hotel Management Guest Satisfaction Benchmark
JD 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.
