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Enhanced Guest Experience Improves Satisfaction

Aug 2, 2013 12:31:26 AM

According to the J.D. Power & Associates 2013 North America Hotel Guest Satisfaction Index Study, overall guest satisfaction was rated 777 out of 1,000 this year; 20 points up from 2012. This marks the highest score since 2006, when the index was introduced.

While this is great news for the industry, the index also calls out areas where hoteliers can improve. Below are the top 3 recommendations created from the results via HotelsMagazine.com.

  1. Improve the online guest experience. Whether you offer free or premium Wi-Fi access, guests who experience a user-friendly connection rated their satisfaction 133 points higher on average.
  2. Offer authentic, personalized guest experiences. When guests have little to no staff interaction then hotels perform significantly lower than average. Customer service is evolving but still very much a factor in guest satisfaction.
  3. Extend the experience beyond check in and check out. Listen and respond to online reviews. The study found that guests who choose hotels based on reviews graded their satisfaction 114 points above industry average.

How are you developing your guest experience strategy?