June 2009 – Chatter Guard Benchmark Monitor Report is Out

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As the summer vacation season kicks off, U.S. hotels saw an increase in customers AND customer satisfaction. On average, U.S. hotels showed increased improvements for the month of June, posting modest gains in every section but Room satisfaction (3.59, a decrease of 3.23% from May’s 3.71). On a scale of 1-5, 5 being “fantastic” and 1 being “poor,” the average hotel goer reported the greatest gains in Dining experience, increasing from an average of 3.45 in May 2009 to 3.65 in June (+5.8%). Most other average hotel scores remained in the 3% improvement territory: Resultant Quality Scores increased 3.58% (3.63 to 3.76), Housekeeping improved 3.40% (3.47 to 3.59), Staff scores rose 3.19% (3.76 to 3.88), and Value satisfaction increased 3.85% (3.64 to 3.78). The smallest area of improvement was Facilities, which posted a 3.98 score in May and a 4.07 score in June (+2.26%). Overall, Luxury and Extended-Stay Hotels showed the most improvement, while Up- and Mid-Scale facilities showed the greatest declines.

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