InterContinental Hotels Group (IHG), received what is perhaps the industry`s highest form of compliment recognition for guest satisfaction in the recent rankings announced by J.D. Power and Associates…
InterContinental Hotels Group (IHG), received what is perhaps the industry`s highest form of compliment recognition for guest satisfaction in the recent rankings announced by J.D. Power and Associates in the 2004 North America Hotel Guest Satisfaction Index Study.
Most notable is IHG`s Candlewood Suites brand, which received the highest ranking in the extended-stay segment. Candlewood Suites leads the segment in hotel services and costs and fees. Candlewood Suites received a satisfaction index of 809 and was one of only five hotel brands out of 64 that had a score of above 800.
Since its inception, the Candlewood Suites brand has set a premium on delivering a high quality, high value guest experience and is a perfect fit for the IHG family. Candlewood Suites is a brand that consistently delivers on its quality promise and we`re honored to receive this recognition by those that matter most to us ? our guests, said Gina LaBarre, VP, Brand Management Candlewood Suites, IHG.
IHG, which owns some of the world`s most recognized and respected hotel brands, including InterContinental Hotels & Resorts, Crowne Plaza, Holiday Inn and Holiday Inn Express, is also pleased with the continued momentum in guest satisfaction that its other brands are demonstrating as rated by the 2004 J.D. Power and Associates study:
- InterContinental Hotels & Resorts jumped ten points and is the only member of the luxury segment to report an improved score
- Crowne Plaza leapfrogged ahead of Doubletree and Radisson in the upscale segment
- Holiday Inn continues to outperform the midscale segment average
- Holiday Inn Express continues to outperform the limited service segment average
IHG`s continued focus on guest satisfaction has been recognized in other recent guest satisfaction surveys as well:
- In the first quarter 2004 American Customer Satisfaction Index (ACSI) report for the hotel industry, IHG`s scores represented the largest ten-year increase of any hotel company since the ACSI started tracking customer satisfaction scores in 1994.
- The Staybridge Suites brand topped all hotels in customer satisfaction as measured by a Market Matrix survey for Q1 2004 ? the first extended-stay brand to do so.
- In a Q4 2003 Market Matrix study, Candlewood Suites earned top honors in the extended stay hotel segment for the second consecutive quarter, and InterContinental Hotels & Resorts earned top honors in the luxury category for the first time.
Customers trust our brands and this latest J.D. Power and Associates study further demonstrates that no matter which of our brands guests choose to use or where they choose to stay our brands meet and often exceed guests` expectations. To ensure we meet consumer needs, we initiated the GUEST quality program in September 2003. This program, which is driven by guest feedback, enables our hotels to more immediately respond to guest satisfaction issues. I believe that our quality program, together with the high standards established for each of our brands, is why our brands consistently rate so well with consumers, said Tom Seddon, SVP, Brand Performance, IHG.
The J.D. Power and Associates 2004 North America Guest Satisfaction Index Study is based on responses from 29,424 guests who stayed in a hotel between December 2003 and June 2004.
Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.
