Services that were once offered at a premium are now available to all guests in most hotels. Despite perks such special bed linens, Wi-Fi, and breakfast on the house, customer satisfaction appears to have plateaued. The conclusion has been reached after North America Hotel Guest Satisfaction Index conducted a study.
It is the twentieth such study in many years. The study measures guest satisfaction in eight segments. The satisfaction level of each customer is estimated using a thousand-point scale. The study did note a 2-point increase in satisfaction. However, it is quite tiny compared to studies in previous years. For instance, cost satisfaction rose by 25 points in the previous year’s study. In the study for this year, that has only gone up by one point.
Most segments have remained nearly flat. However, the luxury segment saw a 12-point increase. The rise was mostly because of a 20-point rise in fee and cost satisfaction. Although it is the most expensive segment, the hotels have been able to give their customers more value. It was also interesting that satisfaction was higher in members of hotel reward programs. However, older generations are more likely to be members of reward programs such as Generation Y.
About Terry Baltes
Terry Baltes is the owner of Baltes Commercial Realty. A company he founded five years after graduating from college. He graduated from Ohio State University with a Bachelor of Science in Marketing, Finance, and Real Estate.
Since its founding, the company has been run on the principle of personalized customer relations. As a result, the company has an impressive database of its customers. The company has made sales of over three billion dollars in the 36 years since its founding. The company’s main area of operation is Dayton, Ohio. However, it does serve most of the other regions in Ohio. Outside the state, the company deals in properties mostly in the Midwestern states. However, the company does have some real estate listed in states as far as Louisiana and West Virginia.
Baltes is the personification of hard work and commitment. He is a good example if one stays committed to a course. Baltes is proud of what he has achieved. He views his company, which he started from scratch with a lot of pride and admiration.
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