During most of the last 2 years the Intercontinental had the highest satisfaction rating but since February 2010 has declined by 10% points to 81% and is now outside the top 5 performers.


Hotels/Resorts Customer Satisfaction – Top 5 Performers


Source: Roy Morgan Single Source (October 2007 - October 2010). Total stayed at a hotel or resort in the last 12 months n=24,557, for the latest 12 months (November 2009- October 2010) n =7,674. “% 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 Crowne Plaza, Hilton and Marriott improving their customer satisfaction ratings over the past two years, there is now less than a four percentage point gap between the top five hotels indicating that all of them are competing for the same ‘top-end’ customers.

“These customers of luxury hotel chains tend to believe quality is more important than price.  The internet is an efficient tool to reach this market as they are heavy internet users and are users of travel websites. 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 for more information or 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 and click here for detailed Profiles of Travel Booking Methods and Travel Website Visitors.


For more details contact:

info@roymorganonlinestore.com