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Study finds hotel customer satisfaction remains high
A new study shows that although there was a small decrease reported in the first quarter of 2007, customer satisfaction levels in the lodging industry are at positive record levels.
“This high level of customer satisfaction comes even as the lodging industry has reduced the number of employees per available and occupied room, and while many other industries, especially tourism-related, have experienced declines,” said the study from PircewaterhouseCooper with data from the American Customers Satisfaction Index, the US Department of Labor and Smith Travel Research.
“Because the decline in the first quarter of 2007 was so widely reported, we believe it is important to emphasize the record high level of satisfaction for lodging, and how favorably lodging is performing compared with other tourism-related industries,” said Bjorn Hanson, Ph.D.,a principal with PricewaterhouseCoopers.
Customer satisfaction levels in 2006 were the highest since 1995, even with a 10.2% decline in the number of employees per occupied room in the US lodging industry.
While customer satisfaction in hotels has increased at a compounded annual rate of 0.2% since 1995, customer satisfaction in other tourism-related industries measured by ASCI, such as airlines, has declined.
Report by David Wilkening
David
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