For the year ended June 2010, 88.7% of Australians who stayed at a Marriott hotel were either ‘very’ or ‘fairly’ satisfied, followed by 87.8% for Crowne Plaza, 87.3% for Intercontinental, 87.3% for Westin, and 87.0% for Mantra.


Hotels/Resorts Customer Satisfaction – Top 5


Source: Roy Morgan Single Source (July 2007 - June 2010). Total stayed at a hotel or resort in the last 12 months n=23,820, for the latest 12 months (July 2009-June2010) n =7,681. “% satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with that hotel or resort (on a five point scale).


Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says:

“With both Marriott and Crowne Plaza improving their customer satisfaction ratings over the past four years, Intercontinental has lost its long held lead in customer satisfaction.  However, there is now less than a two percentage point gap between the top five hotels indicating that competitive pressure at the top end, with all five groups competing for the same customers, it will make it difficult to achieve a sustainable advantage in this market.

"It is increasingly important to understand as much as possible about these ‘top-end’ customers – what they are interested in, what they read, watch, visit and what services or partnerships might enhance their relationship with these hotel chains. Roy Morgan Profiles provide a detailed understanding of luxury hotel chain customers.”

Click here to purchase the complete Hotels and Resorts Customer Satisfaction March 2010 quarterly report.

This report covers 27 hotel brands and is a vital tool for any business associated with the Travel and Tourism industry. This report provides information on both patronage levels as well as overall satisfaction with last stay at a hotel. It enables a hotel or resort chain to compare their overall performance with their competitors as well as tracking their performance over time.

Click here to purchase from an extensive range of Travel and Tourism Reports and click here for detailed profiles of Travel Booking Methods & here for detailed profiles of Travel Website visitors.


For more details contact:

info@roymorganonlinestore.com