Guest Satisfaction – January 2010 Chatter Guard Benchmark Report Is Released

After two strong winter months, the first month of January showed signs of weakness, with customers showing decreasing satisfaction in total average scores. While some areas (Mid-Scale Full Service, Extended Stay) rebounded successfully, other hotel segments saw strong declines. On a scale of 1-5, 5 being “fantastic” and 1 being “poor,” the average lodger reported a 2.72% decline in Resultant Quality Score (3.68 to 3.58), an 8.02% decline in Dining (3.74 to 3.44), a 3.9% decrease in Facilities ratings (4.10 to 3.94), Housekeeping saw a 1.74% decline (3.45 to 3.39), and Staff fell 3.65% (3.84 to 3.70). The bright spots were Room scores, which rose 1.73% (3.46 to 3.52), and Value, which stayed steady at 4.36.


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