Guest problems better prevented than resolved – 2010 North America Hotel Guest Satisfaction Index Study by J.D. Powers & Associates

"J.D. Power and Associates recently released its 2010 North America Hotel Guest Satisfaction Index Study that is based on more than 53,000 guests who stayed in a hotel between May 2009 and June 2010. I am sharing insights on select topics from the study. This article focuses on guest problems.

J.D. Power and Associates continues to observe that high levels of customer satisfaction are dependent on problem prevention, rather than problem resolution. That is not to say that service recovery is not required when a guest experiences a significant problem; however, it is more difficult to achieve the satisfaction level of those guests who don’t experience a problem in the first place, than for guests who experience problems that are eventually resolved."

Read more by Stuart Greif at

0 replies

Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply