Welcome!

News Feed Item

J.D. Power Reports: Marriott Rewards Ranks Highest in Overall Customer Satisfaction with Hotel Loyalty/Rewards Programs

Recommendations from Hotel Staff as well as Friends and Family are Key Drivers of Customer Awareness and Adoption of Hotel Loyalty Programs

WESTLAKE VILLAGE, Calif., April 11, 2014 /PRNewswire/ -- Marriott Rewards1 ranks highest among hotel loyalty/rewards programs with an overall customer satisfaction score of 707 on a 1,000 point scale, according to the inaugural J.D. Power 2014 Hotel Loyalty/Rewards Program Satisfaction ReportSM released today.

J.D. Power corporate logo.

The report measures customer satisfaction by examining five factors (in order of importance): account maintenance/management (23%); ease of redeeming points/miles (22%); ease of earning points/miles (18%); reward program terms and ease of earning points/miles (16%); and customer service (5%).

KEY FINDINGS

  • Following Marriott Rewards in the rankings are IHG Rewards Club2 (704) and Canada-based Delta Hotels' Delta Privilege (703). 
  • Account maintenance/management and ease of redeeming points/miles are the two most heavily weighted factors in determining loyalty/rewards program satisfaction; together, they account for nearly half of the overall index weight (45%).  
  • Recommendation of friends and family plays an important role in loyalty/rewards program selection. When asked why they chose one particular loyalty/rewards program over another, 19 percent of customers cite recommendation of a friend or family member as the reason. 
  • On average, customers who rate their loyalty/rewards program 10 on a 10-point scale provide twice as many word-of-mouth recommendations (4.0), compared to those that give any other satisfaction rating (1.8).
  • When asked how they became aware of loyalty/rewards programs, customers cite the hotel employee during check-in/check-out (43%), followed by the hotel's website (25%) and promotional material received directly from the hotel (14%).

"While many hotels focus on advertising and marketing to create awareness of their loyalty programs, there is no better recruiting tool than word of mouth," said Rick Garlick, global travel and hospitality practice lead at J.D. Power. "We find that 43 percent of customers learn about a particular loyalty program from a hotel employee at the point of check-in or check-out. This is significantly higher than the next most frequent source of awareness, which is the hotel brand website at 25 percent."

According to Garlick, "Since referrals by hotel staff are so effective in fostering program awareness among customers, hotels have a tremendous opportunity to recruit guests into their loyalty programs by training staff to highlight key advantages of participating in their particular programs."

The 2014 Hotel Loyalty/Rewards Program Satisfaction Report is based on responses from more than 3,800 consumers who have joined a hotel loyalty plan. Invitations to participate in the online survey were sent via email to panelists in March 11 through March 25, 2014.

Overall Index Rankings           


J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)   


For Consumers




Marriott Rewards               

707

5

IHG Rewards Club*            

704

5

Delta Privilege        

703

5




La Quinta Returns    

686

4

Drury Gold Key Club        

685

4

Hilton HHonors                   

684

4

Choice Privileges        

684

4




Report Average               

676

3




Club Carlson             

658

2

Fairmont President's Club                        

657

2

Starwood Preferred Guest         

651

2

Omni Hotels Select Guest           

648

2

Wyndham Rewards           

645

2

Red Roof Inn Redicard                     

639

2

Hyatt Gold Passport       

638

2

Best Western Rewards 

635

2




Power Circle Ratings Legend



5 – Among the best



4 – Better than most



3 – About average



2 – The rest



Visit J.D. Power.com for the list of hotels that are associated with the corresponding loyalty programs ranked in the report.

Media Relations Contacts
John Tews; Troy, Mich.; (248) 680-6218; [email protected]
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

About J.D. Power and Advertising/Promotional Rules http://www.jdpower.com/about/index.htm
About McGraw Hill Financial www.mhfi.com 

1 Marriott Rewards is the rewards program for Marriott International, which represents the following hotel brands: AC Hotels by Marriott, Autograph Collection Hotels, Courtyard, Edition, Fairfield Inn, Gaylord Hotels, JW Marriott, Marriott Executive Apartments, Marriott Hotels & Resorts, Marriott Vacation Club, Renaissance Hotels, Residence Inn, SpringHill Suites, The Ritz-Carlton and TownePlace Suites.
2 IHG Rewards Club is the rewards program for the InterContinental Hotels Group, which represents the following hotel brands:  Candlewood Suites, Crowne Plaza Hotels & Resorts, Holiday Inn, Holiday Inn Express, Hotel Indigo, InterContinental Hotels & Resorts and Staybridge Suites.

Logo - http://photos.prnewswire.com/prnh/20130605/LA26502LOGO

SOURCE J.D. Power

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
IoT is at the core or many Digital Transformation initiatives with the goal of re-inventing a company's business model. We all agree that collecting relevant IoT data will result in massive amounts of data needing to be stored. However, with the rapid development of IoT devices and ongoing business model transformation, we are not able to predict the volume and growth of IoT data. And with the lack of IoT history, traditional methods of IT and infrastructure planning based on the past do not app...
Enterprise architects are increasingly adopting multi-cloud strategies as they seek to utilize existing data center assets, leverage the advantages of cloud computing and avoid cloud vendor lock-in. This requires a globally aware traffic management strategy that can monitor infrastructure health across data centers and end-user experience globally, while responding to control changes and system specification at the speed of today’s DevOps teams. In his session at 20th Cloud Expo, Josh Gray, Chie...
Internet-of-Things discussions can end up either going down the consumer gadget rabbit hole or focused on the sort of data logging that industrial manufacturers have been doing forever. However, in fact, companies today are already using IoT data both to optimize their operational technology and to improve the experience of customer interactions in novel ways. In his session at @ThingsExpo, Gordon Haff, Red Hat Technology Evangelist, shared examples from a wide range of industries – including en...
In IT, we sometimes coin terms for things before we know exactly what they are and how they’ll be used. The resulting terms may capture a common set of aspirations and goals – as “cloud” did broadly for on-demand, self-service, and flexible computing. But such a term can also lump together diverse and even competing practices, technologies, and priorities to the point where important distinctions are glossed over and lost.
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. Jack Norris reviews best practices to show how companies develop, deploy, and dynamically update these applications and how this data-first...
Intelligent Automation is now one of the key business imperatives for CIOs and CISOs impacting all areas of business today. In his session at 21st Cloud Expo, Brian Boeggeman, VP Alliances & Partnerships at Ayehu, will talk about how business value is created and delivered through intelligent automation to today’s enterprises. The open ecosystem platform approach toward Intelligent Automation that Ayehu delivers to the market is core to enabling the creation of the self-driving enterprise.
"At the keynote this morning we spoke about the value proposition of Nutanix, of having a DevOps culture and a mindset, and the business outcomes of achieving agility and scale, which everybody here is trying to accomplish," noted Mark Lavi, DevOps Solution Architect at Nutanix, in this SYS-CON.tv interview at @DevOpsSummit at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
"We're here to tell the world about our cloud-scale infrastructure that we have at Juniper combined with the world-class security that we put into the cloud," explained Lisa Guess, VP of Systems Engineering at Juniper Networks, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
"We're a cybersecurity firm that specializes in engineering security solutions both at the software and hardware level. Security cannot be an after-the-fact afterthought, which is what it's become," stated Richard Blech, Chief Executive Officer at Secure Channels, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
In his session at 20th Cloud Expo, Mike Johnston, an infrastructure engineer at Supergiant.io, discussed how to use Kubernetes to set up a SaaS infrastructure for your business. Mike Johnston is an infrastructure engineer at Supergiant.io with over 12 years of experience designing, deploying, and maintaining server and workstation infrastructure at all scales. He has experience with brick and mortar data centers as well as cloud providers like Digital Ocean, Amazon Web Services, and Rackspace. H...
Consumers increasingly expect their electronic "things" to be connected to smart phones, tablets and the Internet. When that thing happens to be a medical device, the risks and benefits of connectivity must be carefully weighed. Once the decision is made that connecting the device is beneficial, medical device manufacturers must design their products to maintain patient safety and prevent compromised personal health information in the face of cybersecurity threats. In his session at @ThingsExpo...
All organizations that did not originate this moment have a pre-existing culture as well as legacy technology and processes that can be more or less amenable to DevOps implementation. That organizational culture is influenced by the personalities and management styles of Executive Management, the wider culture in which the organization is situated, and the personalities of key team members at all levels of the organization. This culture and entrenched interests usually throw a wrench in the work...
Detecting internal user threats in the Big Data eco-system is challenging and cumbersome. Many organizations monitor internal usage of the Big Data eco-system using a set of alerts. This is not a scalable process given the increase in the number of alerts with the accelerating growth in data volume and user base. Organizations are increasingly leveraging machine learning to monitor only those data elements that are sensitive and critical, autonomously establish monitoring policies, and to detect...
SYS-CON Events announced today that Grape Up will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Grape Up is a software company specializing in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the U.S. and Europe, Grape Up works with a variety of customers from emergi...
You know you need the cloud, but you’re hesitant to simply dump everything at Amazon since you know that not all workloads are suitable for cloud. You know that you want the kind of ease of use and scalability that you get with public cloud, but your applications are architected in a way that makes the public cloud a non-starter. You’re looking at private cloud solutions based on hyperconverged infrastructure, but you’re concerned with the limits inherent in those technologies.