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Cleanliness, communication drive guest satisfaction: J.D. Power

A new study from U.S. data analytics and consumer intelligence company J.D. Power finds that meeting guest expectations for cleanliness and proactively communicating with guests prior to arrival continue to be critical drivers of guest satisfaction. Key findings of the study include: • Guest room cleanliness scores reach record high: Guest satisfaction with the cleanliness of their room increases for a fifth consecutive year, reaching an all-time high rating of 8.53 (on a 10-point scale) in 2020. Room cleanliness is a key driver of satisfaction, as the overall satisfaction score among guests who say they are “delighted” (rating of 10…
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