Thursday, August 25th, 2011
Crowne Plaza maintains the top position for customer satisfaction, but competition is tight. The Roy Morgan Research Hotel Customer Satisfaction Survey measures 27 accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 79% for the year ending June 2011.
For the year ending June 2011, 90% of customers were satisfied with Crowne Plaza, followed closely by Mantra (89%), Sheraton (88%), Hilton (87%), and Westin (86%).

Greatest improvement in satisfaction was recorded for Golden Chain (up 4%), Sheraton (up 3%), Crowne Plaza (up 2%) and Hilton (up 1%).

Hotels/Resorts Customer Satisfaction – Top 10 Performers in the 12 months to June 2011

Purchase the detailed Roy Morgan Hotels & Resorts Satisfaction Report
Source: Roy Morgan Single Source Total stayed at a hotel or resort in the last 12 month; July 2010 – June 2011 n=7,308, and July 2009 – June 2010 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, International Director of Tourism, Travel & Leisure, Roy Morgan Research, says:

“There is only a four percentage point gap in customer satisfaction between the top six performing hotels, indicating that all of them are competing strongly for the same premium customers.

“To reach these critical premium customers you need to understand who they are and what media they use. They are more likely than the average Australian to be high income earners and have a managerial, professional or white-collar job. They are more likely to read national and metro newspapers as well as business and financial newspapers. In addition they are more likely to go to the cinema or watch Pay TV.”

The complete Roy Morgan Hotels and Resorts Customer Satisfaction 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.

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

An extensive range of Travel and Tourism Reports or detailed Profiles of Travel Booking Methods and Travel Website Visitors is available.

Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.

For more details contact:

[email protected]

Contact Profile

Roy Morgan Research

Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company. Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.
Shaun Ellis
P: 03 9224 5332


Crowne Plaza, Hotel Customer Satisfaction, Mantra, Sheraton, Hilton, Westin, Golden Chain, Grand Mercure, Sofitel, Marriott, Intercontinental



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