2018 J.D. Power Survey Finds High Level of Hotel Guest Satisfaction

In-room technology is critical for guest happiness; hotel service is an area where hotels can continue to increase customer satisfaction

The J.D. Power 2018 North America Hotel Guest Satisfaction Index indicated that hotels are definitely getting it right when it comes to guest experience, and their guests are happier than ever. According to the annual survey, overall satisfaction of the hotel industry is up eight points to an all-time high of 825 out of 1,000.

Hotels got high marks all across the board, but one area clearly associated with higher guest satisfaction is adding technology in guest rooms. While 77 percent of guests surveyed said there was a large flat-panel TV in their room during a recent stay, only 10 percent noted a tablet that provides in-room information. A TV raised guest satisfaction 12 points, while a tablet raised it 47 points.

As in-room technology becomes standard, this increased guest satisfaction may start to plateau. In 2018, the addition of a mobile app to a hotel’s offerings brought a 58-percent increase in guest satisfaction, a considerable number but one that’s down from 65 percent the year before.

“Hotels in all price ranges have excelled at ensuring their customers have a top-notch experience,” said Jennifer Corwin, Associate Practice Lead for the Global Travel and Hospitality Practice at J.D. Power. “Years of capital investment in offerings such as higher-end televisions and in-room tablets have left their mark. Now, as hotels look to push customer satisfaction levels higher, their focus should turn to service areas, particularly when it comes to direct booking.”

Satisfaction with hotel services did go up in the 2018 survey but this was lower than the increase in satisfaction with hotel product. Satisfaction with product-focused areas such as guest rooms and hotel facilities are increasing at a higher rate than any other factor (13 and 11 points, respectively). Service areas with the highest level of staff touchpoints (check-in, check-out, and food & beverage) have improved the least (5 and 7 points, respectively), and this coincides with a smaller improvement in cost and fees (5 points). Even with the significant improvement the past few years have seen, there is still room to increase guest satisfaction in areas related to hotel service.

The 2018 North America Hotel Guest Satisfaction Index Study analyzes guest responses to more than 150 questions regarding their overall experiences and includes 70 officially ranked brands in eight market segments. This year’s study is based on responses from approximately 55,000 hotel guests who stayed at a hotel between May 2017 and May 2018. The study was fielded between June 2017 and May 2018.

For more information about the 2018 North America Hotel Guest Satisfaction Index Study, visit https://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.