Hotel Guest Satisfaction Index Study ... TripAdvisor Rankings
The statement, according to the J.D. Power and Associates 2012 North America Hotel Guest Satisfaction Index StudySM was released on July 25. Now in its 16th year, the study measures overall hotel guest satisfaction across seven hotel segments: luxury; upper upscale; upscale; mid-scale full service; mid-scale limited service; economy/budget; and extended stay. Seven key measures are examined within each segment to determine overall satisfaction: reservations; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and costs and fees.
Overall guest satisfaction has declined to 757 on a 1,000-point scale, down 7 index points from 2011. However, guest satisfaction with the underlying experience has deteriorated much more than this score suggests, as relatively high levels of satisfaction with cost and fees mask declines in other areas of the guest experience. Satisfaction with check-in/check-out; food and beverage; hotel services; and hotel facilities are at new lows since the 2006 study and satisfaction with guest room has declined within one point of its lowest level in the past seven years.
Research conducted by J.D. Power's Consumer Insight & Strategy Group1; to track social media activity finds that:
Hotels that charge extra for Internet access are perceived as taking advantage of guests, especially given the number of places that offer this service for free.
While consumers use social media to complain about how slow Internet connections are at hotels, it is not uncommon for hotel guests to praise hotel brands that are known for fast, reliable Internet service.
While complaints about Internet fees charged by hotels are common, rolling Internet charges into a generic "resort fee" heightens resentment among hotel guests.
Loyalty club members have come to expect free Internet as a perk at their hotel of choice.
Read more from the study here.
