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J.D. Power Releases Guest Satisfaction Study

COSTA MESA, Calif. — J.D. Power has released its 2019 North America Hotel Guest Satisfaction Index (NAGSI) Study.

For the 23rd edition of the study, it was redesigned to incorporate deeper guest-profiling information and extended coverage of the full hotel-customer journey. The study also now includes property-level information throughout North America, updated food and beverage metrics and inclusion of vacation rental utilization metrics.

This year’s study found that less than 30 per cent of hotel guests reported experiencing a
better-than-expected” night’s sleep during their hotel stays. The top contributors to quality of sleep — and higher overall satisfaction scores — include comfort of the bed, quietness of the room, comfort/quality of pillows, room temperature and comfort/quality of linens.

“Delivering a superior sleep experience — from the quality of the bed, linens and pillows to the ambient sound and temperature of the room — is a huge opportunity for hotels to differentiate themselves from the pack and earn significant goodwill with guests,” says Jennifer Corwin, senior manager of Consumer Insights for Travel & Hospitality Intelligence at J.D. Power. “Of all the discrete variables of the hotel guest experience we measure, a better-than-expected night’s sleep is the one with the potential to drive the highest levels of overall guest satisfaction for those hotels that can deliver.”

The NAGSI also found that quality of sleep correlated to room price, with the highest rate of better-than-expected sleep quality being within the luxury segment (42 per cent).

The 2019 NAGSI hotel-segment rankings are as follows:

Luxury — The Ritz-Carlton (for a fifth consecutive year)
Upper Upscale — Hard Rock Hotel
Upscale — Best Western Premier
Upper Midscale — Drury Hotels (for a 14th consecutive year)
Midscale — Wingate by Wyndham (for a fifth consecutive year)
Economy — Microtel by Wyndham (for a second consecutive year)

In-depth index rankings are available at jdpower.com. The 2019 (NAGSI) Study analyzes guest responses to more than 150 questions regarding their overall experiences and includes 85 officially ranked brands in six market segments. This year’s study is based on responses from approximately 44,890 guests who stayed at a hotel between June 2018 and May 2019.

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