jdpower.com/business
Hotel Hiring Spree Pays Dividends in Customer Satisfaction, J.D. Power Finds
Staff Service, Effective Problem Resolution Keep Guests Coming Back for More Amid Ongoing Travel Boom
TROY, Mich.: 26 July 2023 — With average U.S. hotel occupancy on track to reach 63.8% in 2023,
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just shy
of the pre-pandemic level of 65.9%, business and leisure travelers are packing into hotels throughout North
America for a second consecutive year. Hotels have risen to the challenge by ratcheting up staffing and
doubling down on customer service. According to the J.D. Power 2023 North America Hotel Guest
Satisfaction Index (NAGSI) Study,
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released today, staff service garners the highest level of satisfaction
among all guest experience factors measured. Driven in large part by a hiring surge in the leisure and
hospitality sector during the past 12 months, new and returning hospitality workers are providing a
generally positive hotel stay experience.
“Hotel hiring continues to increase, and leisure and hospitality is the ‘rock star’ among industries reported
in monthly U.S. Bureau of Labor Statistics employment figures,” said Andrea Stokes, hospitality practice
lead at J.D. Power. “This boost in hotel staffing is showing up in the form of high customer satisfaction
scores. Staff service is now the highest-scoring factor in this study across all hotel segments from
economy to luxury, underscoring the critical role that frontline staff play in defining the guest experience.”
Following are additional key findings of the 2023 study:
• High scores for hotel staff linked to low problem incidence: Overall satisfaction with hotel staff is
701 (on a 1,000-point scale), making it the single highest-scoring factor in this year’s study. Hotel
staff play a key role in avoiding and resolving problems, with 86% of hotel guests saying they
experienced no problems during their stay.
• Creating a perfect lobby: Guests’ experience with hotel lobbies/common areas can positively affect
overall satisfaction, but it plays out differently in various hotel segments. Among luxury hotel
guests, for example, it is important to have a lobby that is modern and unique. In upscale hotels,
particularly upscale extended stay hotels, guests are looking for a lobby that is welcoming and
inviting.
• Value remains crucial to satisfaction: Value for price paid given quality and service received is still
top of mind for hotel guests. Overall satisfaction among guests who rate the value for price paid of
their guest room as excellent or perfect (on a scale of poor to perfect) is 302 points higher than
among guests who do not.
Study Rankings
The following hotel brands rank highest in guest satisfaction in their respective segments:
Luxury: Waldorf Astoria (788)
Upper Upscale: Hard Rock Hotels (723) for a third consecutive year and Margaritaville Hotels & Resorts
(723), in a tie
Upscale: Cambria Hotels & Suites (738)
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American Hotel & Lodging Association Hotel Occupancy https://www.ahla.com/sites/default/files/SOTI_report_Oxford_Data_Occupancy.pdf
Upscale Extended Stay: Hyatt House (729) (for a second consecutive year)
Upper Midscale: Trademark Collection by Wyndham (762)
Upper Midscale/Midscale Extended Stay: Home2 Suites by Hilton (681)
Midscale: Tru by Hilton (708)
Economy: Americas Best Value Inn (637) and Microtel by Wyndham (637) in a tie
Economy Extended Stay: WoodSpring Suites (609)
The North America Hotel Guest Satisfaction Index (NAGSI) Study was redesigned for 2023. Now in its 27th
year, the study measures overall customer satisfaction based on performance in six factors (in
alphabetical order): communications and connectivity; food and beverage; guest room; hotel facility; staff
service; and value for price. The study benchmarks the performance of 102 brands across nine market
segments and is based on responses from 33,754 hotel guests for stays between May 2022 and May
2023.
For more information about the North America Hotel Guest Satisfaction Index (NAGSI) Study, visit
https://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.
See the online press release at http://www.jdpower.com/pr-id/2023077.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in
the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand
consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions
with brands and products for more than 50 years. The world's leading businesses across major industries
rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s
business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at
JDPower.com.
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-
release-info
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NOTE: Nine charts follow.
Year / Project / Study Name
Overall Customer Satisfaction Index Ranking
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this
release or J.D. Power survey results without the express prior written consent of J.D. Power.
788
776
754
752
743
738
733
731
726
711
706
705
Waldorf Astoria
The Ritz-Carlton
Four Seasons
Grand Hyatt
The Luxury Collection
W Hotels
Segment Average
Conrad Hotels & Resorts
JW Marriott
Loews Hotels
Fairmont
InterContinental Hotels & Resorts
Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
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J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
Study
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(Based on a 1,000-point scale)
Luxury
Year / Project / Study Name
Overall Customer Satisfaction Index Ranking
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this
release or J.D. Power survey results without the express prior written consent of J.D. Power.
Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
SM
J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
Study
SM
(Based on a 1,000-point scale)
Upper Upscale
Year / Project / Study Name
Overall Customer Satisfaction Index Ranking
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this
release or J.D. Power survey results without the express prior written consent of J.D. Power.
738
704
703
703
700
692
691
686
683
680
678
674
674
673
670
668
668
661
656
652
Cambria Hotels & Suites
AC Hotels by Marriott
Delta Hotels
element
Hilton Garden Inn
Ascend Collection
Hyatt Place
Aloft Hotels
Wyndham Hotels
Segment Average
SpringHill Suites by Marriott
Courtyard by Marriott
Sonesta Hotels & Resorts
Crowne Plaza
Best Western Premier
Radisson
Tapestry Collection by Hilton
DoubleTree by Hilton
Four Points by Sheraton
Sonesta Select
Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
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J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
Study
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(Based on a 1,000-point scale)
Upscale
Year / Project / Study Name
Overall Customer Satisfaction Index Ranking
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this
release or J.D. Power survey results without the express prior written consent of J.D. Power.
729
672
672
671
664
Hyatt House
Homewood Suites by Hilton
Segment Average
Staybridge Suites
Residence Inn
Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
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J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
Study
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(Based on a 1,000-point scale)
Upscale Extended Stay
Year / Project / Study Name
Overall Customer Satisfaction Index Ranking
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this
release or J.D. Power survey results without the express prior written consent of J.D. Power.
Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
SM
J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
Study
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(Based on a 1,000-point scale)
Upper Midscale
Year / Project / Study Name
Overall Customer Satisfaction Index Ranking
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this
release or J.D. Power survey results without the express prior written consent of J.D. Power.
681
680
675
674
670
665
655
627
Home2 Suites by Hilton
Candlewood Suites
TownePlace Suites by Marriott
Segment Average
Sonesta ES Suites
MainStay Suites
Hawthorn Suites by Wyndham
Sonesta Simply Suites
Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
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J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
Study
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(Based on a 1,000-point scale)
Upper Midscale and Midscale Extended Stay
Year / Project / Study Name
Overall Customer Satisfaction Index Ranking
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this
release or J.D. Power survey results without the express prior written consent of J.D. Power.
708
671
644
634
633
625
609
606
602
Tru by Hilton
Wingate by Wyndham
Best Western
Sleep Inn
AmericInn by Wyndham
Segment Average
Baymont Inn & Suites by Wyndham
Ramada by Wyndham
Quality Inn
Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
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J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
Study
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(Based on a 1,000-point scale)
Midscale
Year / Project / Study Name
Overall Customer Satisfaction Index Ranking
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this
release or J.D. Power survey results without the express prior written consent of J.D. Power.
637
637
618
610
580
578
576
560
558
556
551
533
517
499
487
Americas Best Value Inn
Microtel by Wyndham
SureStay
Howard Johnson by Wyndham
Travelodge by Wyndham
Studio 6
Red Roof Inn
Super 8 by Wyndham
Segment Average
Days Inn by Wyndham
Knights Inn
Motel 6
Econo Lodge
Rodeway Inn
OYO
Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
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J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
Study
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(Based on a 1,000-point scale)
Economy
Year / Project / Study Name
Overall Customer Satisfaction Index Ranking
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is
release or J.D. Power survey results without the express prior written consent of J.D. Power.
609
585
583
579
WoodSpring Suites
Segment Average
Extended Stay America
InTown Suites
Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
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J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
Study
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(Based on a 1,000-point scale)
Economy Extended Stay