For the 12 months to September 2010, 87.2% of Australians who stayed at a Hilton hotel were either ‘very’ or ‘fairly’ satisfied, followed by 87.0% for Crowne Plaza, 86.3% for Mantra, 86.0% for Marriott, and 84.5% for the Intercontinental.


Hotels/Resorts Customer Satisfaction – Top 5 Performers


Source: Roy Morgan Single Source (September 2007 - September 2010). Total stayed at a hotel or resort in the last 12 months n=24,594, for the latest 12 months (October 2009-September 2010) n =7,641. “% 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 Hilton, Crowne Plaza, and Marriott improving their customer satisfaction ratings over the past two years, the Intercontinental has dropped to fifth position.  There is now less than a three percentage point gap between the top five hotels indicating that all of them are competing for the same ‘top-end’ customers.

“Although Hilton has a narrow lead in terms of general customer satisfaction, Marriott, Crowne Plaza and the Intercontinental have the highest levels of satisfaction amongst business travellers.

“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 Roy Morgan’s Hotel Customer Profiles. These profiles provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

Click here to purchase the complete Hotels and Resorts Customer Satisfaction 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 access an extensive range of Travel and Tourism Reports or detailed Profiles of Travel Booking Methods and Travel Website Visitors.


For more details contact:

info@roymorganonlinestore.com