宾客满意度的新兴趋势.pdf

1、Emerging Trends in Guest SatisfactionAndrea Stokes,Practice Lead-HospitalityThe Lodging Conference 2024 2024 J.D.Power.All Rights Reserved.CONFIDENTIAL&PROPRIETARYSurvey runs 24/7/365 and includes hotel stays betweenMay 2023 May 20249 award winners in 2024 for hotel brands and 1 for third-party mana

2、gementMarket share and segmentation derived from Costar/STR property dataOnline survey among consumers staying at a branded hotel in past 30 daysApprox.40,000 guest stays included acrossnine(9)hotel segments and categories28thyear of publication28The J.D.Power North America Hotel Guest Satisfaction

3、Index Study 2024 J.D.Power.All Rights Reserved.CONFIDENTIAL&PROPRIETARYMonthly Average Daily Rate(USA Branded HotelsAll Segments)Source:Costar/STR The inflationary hotel room rate environment continued for consumers during the 2024 Study year(June-May)$156.04$158.45$152.20$155.05$130$135$140$145$150

4、$155$160$165JunJulAugSepOctNovDecJanFebMarAprMayStudy Year 2023-2024Study Year 2022-20234 2024 J.D.Power.All Rights Reserved.CONFIDENTIAL&PROPRIETARYOverall Guest Satisfaction The full service segments continue to score highest for overall guest satisfactionLimited service segments all see a double-

5、digit decline year over year.*Average among brands included in segment538551611647649661676678696731EconomyEconomy Extended StayMidscaleIndustry TotalUpper Midscale/Midscale Extended StayUpper MidscaleUpscaleUpscale Extended StayUpper UpscaleLuxury-20-34-14-8-25-10-463-2()()()()()()vs.prior year-+Si

6、g.Average Overall Guest Satisfaction Index by Segment*(on a 1,000-point scale)Source:J.D.Power 2024 NA Hotel Guest Satisfaction Index StudyEach factor is comprised of 2 or more attributes where hotel guests rate specific components of their hotel stay experienceJ.D.Power Overall Guest Satisfaction C