J.D. Power Research: How Guest Satisfaction is Changing

Are higher room rates driving down guest satisfaction, or is there more at play here? In this episode, we're learning from Andrea Stokes, practice lead for hospitality at J.D. Power, about what's going on with changes and trends in hotel guest satisfaction today.

Andrea Stokes

Listen now on the Hospitality Daily Podcast

The big idea: Higher room rates drive higher guest expectations, but hotels can still delight guests and stand out through personalized service, targeted property improvements, and embracing technology.

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We saw satisfaction decline industry-wide this past year over 2023. We saw a decline compared to 2022. And value for money was really what was driving that.

Andrea Stokes

Why this matters: You need to charge more to offset higher operating costs, but how do you justify this to your guests? You still need to exceed their expectations to drive satisfaction, loyalty, and positive word of mouth. Fortunately, the research shows there are still effective ways to do this.

Listen now to the full conversation on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)

See the research: 2024 North America Hotel Guest Satisfaction Index (NAGSI) Study

Virtually every traveler in every hotel price bracket is paying more for a hotel room. According to the J.D. Power 2024 North America Hotel Guest Satisfaction Index (NAGSI) Study released today, travelers’ perceived value for those higher prices is very much dependent on how well the hotel delivers on their expectations.

www.jdpower.com/business/press-releases/2024-north-america-hotel-guest-satisfaction-index-nagsi-study

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what's changing in guest satisfaction (and what to do about it)