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 J.D. 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 six market segments: luxury, upper upscale, upscale, upper midscale, midscale and economy. See the brand list below.
Study subscribers receive a full view of brand performance vs. competitors across guest advocacy and loyalty measures; hotel operations (rooms, food & beverage, staff service, etc); and brand image perceptions. Subscribers will also be able to identify and prioritize areas for improvement that most impact guest satisfaction.
The results of the 2020 study will be published on July 22, 2020 with data from approximately 38,000 respondents. See the results of the 2019 study here.
Note: For our 2021 study (June 2020-May 2021), we are collecting additional guest feedback regarding the actions hotels are taking to augment safety and cleanliness. We are also collecting whether augmented safety and cleanliness impacted hotel choice, as well as whether safety-related information was provided pre-stay and on-property.
Subscribers to the 2021 North America Hotel Guest Satisfaction Study will have the opportunity to meet directly with the J.D. 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.
2020 Key Dates
2021 Key Dates
Brand List (Last Updated June 2020)
Americas Best Value Inn
Extended Stay America
Microtel Inn & Suites
OYO (New brand to 2021 study)
Red Roof Inn
Destination Hotels (Profiled but not ranked in 2020 study)
Rosewood (Profiled but not ranked in 2020 study)
The Unbound Collection (Profiled but not ranked in 2020 study)
Sandman Hotels (Not profiled in 2021 study)
Best Western Plus
Country Inn & Suites
Holiday Inn Express
Trademark by Wyndham (New brand to 2021 study)
Club Quarters (Profiled but not ranked in 2020 study; Not profiled in 2021 study)
Graduate Hotels (New brand to 2021 study)
Hard Rock Hotel
Hyatt Centric (Profiled but not ranked in 2020 study)
Joie de Vivre (Profiled but not ranked in 2020 study)
Margaritaville (New brand to 2021 study)
Tribute Portfolio (Profiled but not ranked in 2020 study)
Best Western Premier
BW Premier Collection (Profiled but not ranked in 2020 study)
Element (Profiled but not ranked in 2020 study)
Hilton Garden Inn
The J.D. Power North America Airline Satisfaction Study measures passenger satisfaction among business and leisure travelers of major airline carriers in North America with the entire air travel experience, from reservation to baggage retrieval, based on a recent flight experience. The study is continuously fielded throughout the year.
Starting in 2021, the study will measure First/Business, Premium Economy and Economy/Basic Economy.
Delta Air Lines
Delta Air Lines
Delta Air Lines
The J.D. Power North America Airport Satisfaction Study measures passengers’ satisfaction with their airport experience
among Mega-, Large-, and Medium-size airports in North America. The study provides actionable insights that can support industry stakeholders in improving their performance and passengers’ overall airport experience.
The J.D. Power North America Rental Car Satisfaction StudySM measures customer satisfaction with the entire airport rental car experience, from reservation to vehicle return. Subscribers may leverage J.D. Power data to better understand their competitive position and measure components that drive overall rental car satisfaction at North
American airport locations.