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: Aug 2020
  • 2021 Press Release: May 2021

Brand List (Last Updated August 2020)

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

  • 2021 Fielding Begins: August, 2020
  • 2021 W1 Publish: Dec, 2020
  • 2021 W2 Publish: March, 2021
  • 2021 W3 Publish: June, 2021
  • 2021 Publish and Press Release: Sept 2021

Profiled Brands (Last Updated August 2020)

Mega

  • Hartsfield-Jackson Atlanta International Airport (ATL)
  • Los Angeles International Airport (LAX)
  • O'Hare International Airport (ORD)
  • Dallas/Fort Worth International Airport (DFW)
  • John F. Kennedy International Airport (JFK)
  • Denver International Airport (DEN)
  • San Francisco International Airport (SFO)
  • McCarran International Airport (LAS)
  • Seattle-Tacoma International Airport (SEA)
  • Miami International Airport (MIA)
  • Charlotte Douglas International Airport (CLT)
  • Toronto Pearson International Airport (YYZ)
  • Phoenix Sky Harbor International Airport (PHX)
  • Orlando International Airport (MCO)
  • George Bush Intercontinental Airport (IAH)
  • Newark Liberty International Airport (EWR)
  • Minneapolis-Saint Paul International Airport/Wold (MSP)
  • Logan International Airport (BOS)
  • Detroit Metropolitan Wayne County Airport (DTW)
    Fort Lauderdale-Hollywood International Airport (FLL)
Large
  • Philadelphia International Airport (PHL)
  • LaGuardia Airport (LGA)
  • Baltimore-Washington International Thurgood Marshall Airport (BWI)
  • Ronald Reagan Washington National Airport (DCA)
  • Salt Lake City International Airport (SLC)
  • Chicago Midway International Airport (MDW)
  • Vancouver International Airport (YVR)
  • Washington Dulles International Airport (IAD)
  • San Diego International Airport (SAN)
  • Honolulu International Airport (HNL)
  • Tampa International Airport (TPA)
  • Portland International Airport (PDX)
  • Montréal-Pierre Elliott Trudeau International Airport (YUL)
  • Calgary International Airport (YYC)
  • Dallas Love Field (DAL)
  • St. Louis Lambert International Airport (STL)
  • Nashville International Airport (BNA)
  • William P. Hobby Airport (HOU)
  • Austin-Bergstrom International Airport (AUS)
  • Oakland International Airport (OAK)
  • Louis Armstrong New Orleans International Airport (MSY)
  • Raleigh-Durham International Airport (RDU)
  • Kansas City International Airport (MCI)
  • San Jose International Airport (SJC)
  • John Wayne Airport, Orange County (SNA)
  • Sacramento International Airport (SMF)
    San Antonio International Airport (SAT)
Medium
  • Southwest Florida International Airport (RSW)
  • Indianapolis International Airport (IND)
  • Cleveland Hopkins International Airport (CLE)
  • Pittsburgh International Airport (PIT)
  • John Glenn Columbus International Airport (CMH)
  • Edmonton International Airport (YEG)
  • Cincinnati/Northern Kentucky International Airport (CVG)
  • General Mitchell International Airport (MKE)
  • Kahului Airport (OGG)
  • Palm Beach International Airport (PBI)
  • Bradley International Airport (BDL)
  • Jacksonville International Airport (JAX)
  • Ted Stevens Anchorage International Airport (ANC)
  • Albuquerque International Sunport (ABQ)
  • Ottawa/Macdonald-Cartier International Airport (YOW)
  • Buffalo Niagara International Airport (BUF)
  • Eppley Airfield (OMA)
  • Hollywood Burbank Airport (BUR)
  • Ontario International Airport (ONT)

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

Profiled Brands (Last Updated August 2020)

  • Alamo
  • Avis
  • Budget
  • Dollar
  • Enterprise
  • Hertz
  • National
  • Thrifty
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