Hotels

The ACSI has over 25 years of experience analyzing guest satisfaction with major hotel chains serving the U.S. consumer market. Each year, the ACSI interviews hundreds of guests about recent hotel stays, including travel for both leisure and business. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Hotel Benchmarks »

ACSI Travel Report 2020-2021 »

Hotel Customer Experience Benchmarks

Unique to the hotel industry, the ACSI captures customer opinions about critical elements of the guest experience, including:

    • Ease of reservations
    • Check-In process
    • Room cleanliness and comfort
    • Food services (restaurants, room service, mini-bar)
    • In-Room entertainment (TV, movies)
    • In-Room amenities (refreshments, electronics, toiletries, bedding)
    • In-Room internet service
    • Hotel amenities (pool, fitness room, business center)
    • Staff courtesy and helpfulness
    • Loyalty programs
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

Hotel Brand Study

The ACSI independently measures customer satisfaction with some of the most popular hotel chains in the United States. The study expands ACSI coverage of the hotel industry, which measures customer satisfaction with each company’s portfolio of lodging brands.

The brand-level benchmarks are based on randomly sampled interviews with guests about their recent hotel stays. This annual study provides ACSI hotel clients with detailed customer satisfaction data at the brand level to help identify strengths and weaknesses among competing chains.

Hotel Brand Benchmarks »

The ACSI Client Advantage

Hotel industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential hotel industry data spanning more than 25 years, with over 30 data points per year for the largest hotels chains in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Hotel clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the guest experience.

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