J.D. Power company conducts research of customer satisfaction with quality of services in hotels the sixth year. The study takes into account customer satisfaction on seven criteria (in order of importance): room; costs and fees; hotel facilities; check-in/check-out; food and beverage; hotel services; reservations. Thirty-six hotel brands are evaluated and ranked in four segments separated by price.
If you only need to book a room at the hotel.
It is noted that the segment of economy class hotels showed a significant improvement in customer satisfaction with the quality of hotel rooms, service quality and price.
"Steigenberger Hotels and Resorts" hotels recognized as the best hotels in the segment of "Luxury" third consecutive year. Companies "Maritim Hotels" and "Sheraton Hotels & Resorts" are on second place.
Among of high level comfort hotels the second consecutive year recognized "Mövenpick Hotels & Resorts". The second and third places are "Crowne Plaza Hotels & Resorts" and "Iberostar Hotels & Resorts".
The best "mid-scale full service segment" hotels have recognized "Scandic Hotels", which significantly improved their performance. Also commended the clients received Hotels networks "Best Western" and "Park Inn".
For the third year in a row as the best hotels in economy class was recognized "Premier Inn". The second and third places in this segment get hotels networks "B & B Hôtels" and "Comfort Inn".
Research has shown that the presence of internet in the hotel is becoming increasingly important to achieve customer loyalty. When hotel guests have problems with access to the Internet likelihood that they will visit the hotel again and recommend it to friends is reduced by half.
The Internet has become a necessary attribute of a room as toilet, TV and hot water. According to the J.D. Power and Associates agency "Owners of hotels that are not able to provide this service has risk losing their business". Customers who pay extra for Internet access are satisfied with quality of services by 40 points lower than those for which the Internet was included in the price of their rooms.
JD Power is a global marketing information services company operating in business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. It is headquartered in Westlake Village, California.