Across the board, hotels are making their customers happier than ever, according to the J.D. Power 2018 North America Hotel Guest Satisfaction Index (NAGSI) Study.SM Driven by increased approval of guest rooms and hotel facilities, overall satisfaction for the industry increases 8 points to 825 (on a 1,000-point scale).
Service areas also are improving, but at a slower rate. In consideration of economic cycles, hotels should emphasize refining their service effort which represents greater opportunity for improvement and requires less investment than capital improvements.
Now in its 22nd year, the study is designed to help hoteliers add focus and clarity to product and service improvement efforts that matter most to their guests. The study measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; upper midscale; midscale; economy; upper extended stay; and extended stay. Seven key factors are examined in each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food & beverage; hotel services; hotel facilities; and cost & fees.
The following hotel brands rank highest in guest satisfaction in their respective segments:
Luxury: The Ritz-Carlton (for fourth consecutive year)
Upper Upscale: Kimpton Hotels
Upscale: Hilton Garden Inn (for third consecutive year)
Upper Midscale: Drury Hotels (for 13th consecutive year)
Midscale: Wingate by Wyndham (for fourth consecutive year)
Economy: Microtel Inn & Suites by Wyndham
Upper Extended Stay: Staybridge Suites (for second consecutive year)
Extended Stay: Home2 Suites by Hilton