travel

TRAVEL AND HOSPITALITY INTELLIGENCE

Syndicated Benchmark Study Dates and Details

Select the study name below for fielding, publish, and press release dates as well as award information if applicable. This page will be updated as dates and additional study details, including profiled brands, are finalized. We recommend that you bookmark this page and check back for the latest information.

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

  • 2020 Study Fielding Begins: June,  2019
  • 2020 Waves 1-3 Publish: Oct 2019, Jan 2020 and April 2020
  • 2020 Wave 4 Publish and Press Release: July 22, 2020

2021 Key Dates

  • 2021 Study Fielding Begins: June,  2020
  • 2021 Wave 1-3 Publish: Sept. 2020, Jan 2021 and March 2021
  • 2021 Wave 4 Publish and Press Release: July 14, 2021 (Subject to change)

Brand List (Last Updated June 2020)

Economy

Americas Best Value Inn

Days Inn

Econo Lodge

Extended Stay America

Howard Johnson

InTown Suites

Knights Inn

Microtel Inn & Suites

Motel 6

OYO (New brand to 2021 study)

Red Roof Inn

Rodeway Inn

Studio 6

Super 8

SureStay

Travelodge

WoodSpring Suites

 

Luxury

Andaz

Conrad

Destination Hotels (Profiled but not ranked in 2020 study)

Fairmont

Four Seasons

Grand Hyatt

InterContinental

JW Marriott

Loews

Luxury Collection

Park Hyatt

Rosewood (Profiled but not ranked in 2020 study)

Sofitel

St. Regis

The Ritz-Carlton

The Unbound Collection (Profiled but not ranked in 2020 study)

Thompson Hotels

Trump Hotels

W Hotels

Waldorf Astoria

 

Midscale

AmericInn

Baymont

Best Western

Candlewood Suites

Hawthorn

Quality Inn

Ramada

Sandman Hotels (Not profiled in 2021 study)

Sleep Inn

Tru

Wingate

 

Upper Midscale

Best Western Plus

Clarion

Comfort Inn

Comfort Suites

Country Inn & Suites

Drury Hotels

Fairfield

Hampton

Holiday Inn

Holiday Inn Express

Home2 Suites

La Quinta

TownePlace Suites

Trademark by Wyndham (New brand to 2021 study)

Wyndham Garden

 

Upper Upscale

Autograph Collection

Club Quarters (Profiled but not ranked in 2020 study; Not profiled in 2021 study)

Curio Collection

Embassy Suites

Graduate Hotels (New brand to 2021 study)

Hard Rock Hotel

Hilton

Hotel Indigo

Hyatt Centric (Profiled but not ranked in 2020 study)

Hyatt Regency/Hyatt

Joie de Vivre (Profiled but not ranked in 2020 study)

Kimpton

Le Méridien

Margaritaville (New brand to 2021 study)

Marriott

Millennium Hotels

Omni

Renaissance

Sheraton

Tribute Portfolio (Profiled but not ranked in 2020 study)

Westin

Wyndham Grand

 

Upscale

AC Hotels

aloft Hotels

Ascend Collection

Best Western Premier

BW Premier Collection (Profiled but not ranked in 2020 study)

Cambria

Courtyard

Crowne Plaza

Delta Hotels

DoubleTree

Element (Profiled but not ranked in 2020 study)

Four Points

Hilton Garden Inn

Homewood Suites

Hyatt House

Hyatt Place

Radisson

Residence Inn

SpringHill Suites

Staybridge Suites

Wyndham Hotels

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. 

Key Dates

  • 2021 Study Fielding Begins: August 2020
  • 2021 Press Release: May 2021

Profiled Brands

First/Business

Air Canada

Alaska Airlines

American Airlines

Delta Air Lines

JetBlue Airways

United Airlines

 

Premium Economy

Air Canada

Alaska Airlines

American Airlines

Delta Air Lines

JetBlue Airways

United Airlines

WestJet

 

Economy/Basic Economy

Air Canada

Alaska Airlines

Allegiant Air

American Airlines

Delta Air Lines

Frontier Airlines

JetBlue Airways

Southwest Airlines

Spirit Airlines

United Airlines

WestJet

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.

Key Dates

  • 2020 Fielding Begins: August, 2019
  • 2020 W1 Publish: Dec, 2020
  • 2020 W2 Publish: March, 2020
  • 2020 W3 Publish: June, 2020
  • 2020 Publish and Press Release: Sept. 23, 2020

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. 

Key Dates

  • 2020 Study Fielding Begins: June,  2019
  • 2020 Wave 1-3 Publish: July, 2020
  • 2020 Wave 4 Publish and Press Release: Oct. 14, 2020
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