Thursday, May 3rd, 2012
Sheraton has retained its top spot in the Roy Morgan Customer Satisfaction ratings for March 2012 with 90% customer satisfaction, leading Crowne Plaza, Sofitel, Hilton and InterContinental. 
Both Sheraton and Crowne Plaza have maintained the same satisfaction levels as February, but Sofitel, Hilton and InterContinental have all suffered a decline.

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Roy Morgan Customer Satisfaction Awards

Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says:
“It is important for premium hotels such as Sheraton and Crowne Plaza to maintain high levels of customer satisfaction as they are competing for the same customers.  An additional benefit of customer satisfaction is that it creates positive word-of-mouth; 50% of premium hotel patrons are ‘trusted advisors’ (people whose views are sought by their friends and/or family when planning a holiday or trip) compared to only 32% of the general population.”

For the satisfaction scores of various hotels, plus other brands from a range of industries, visit the Roy Morgan Customer Satisfaction Awards website:

The latest detailed Roy Morgan Hotel and Resort Customer Satisfaction Report provides information on patronage levels and customer satisfaction with last stay. A comparison between chains is made for premium, mid-level and basic categories.

The latest detailed Roy Morgan Travel and Tourism Profiles and Reports on products within travel and tourism include holiday intention, travel agents, satisfaction, booking methods, accommodation, air travel, hire cars, gambling and transport.

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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


best Australian hotels, Sheraton, Sofitel, Crowne Plaza, Marriott, Hilton



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