For the year ended July 2010, 88.6% of Australians who stayed at a Marriott hotel were either ‘very’ or ‘fairly’ satisfied, followed by 87.9% for Crowne Plaza, 87.8% for Intercontinental, 87.7% for Hilton, and 87.5% for Sofitel.


Hotels/Resorts Customer Satisfaction – Top 5 Performers


Source: Roy Morgan Single Source (July 2007 - July 2010). Total stayed at a hotel or resort in the last 12 months n=24,466, for the latest 12 months (June 2009-July 2010) n =7,691. “% 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, International Director of Tourism, Travel & Leisure, Roy Morgan Research, says:

“With Marriot, Crowne Plaza, and Hilton all improving their customer satisfaction ratings over the past four years, Intercontinental has lost its long held lead in customer satisfaction.  However, there is now only a one percentage point gap between the top five hotels indicating that with all five groups competing for the same customers, it will be 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 Report.

This report covers 27 hotel brands – including Crowne Plaza, Breakfree, All Seasons, Grand Mercure, Chifley, Best Western, Hilton, Clarion, Budget, InterContinental, Comfort, Holiday Inn, Marriott, Mantra, Country Comfort, Sheraton, Novotel, Formule 1, Sofitel, Quality, Golden Chain, Westin, Quest, Ibis, Rydges, Sundowner Motor Inns and Travelodge and is a vital tool for any business associated with the Travel and Tourism industry.

The 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 or click here to purchase detailed Profiles of Travel Booking Methods and here for Travel Website Visitors.


For more details contact:

info@roymorganonlinestore.com