How does Marriott measure guest satisfaction?
Nov 10, 2014 | 9:15 pm
#1
Original Poster
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
How does Marriott measure guest satisfaction?
Many years ago, I used to get surveys. Now that I spend 150 nights a year on the road and have a pretty good idea about which hotels are below, at or exceed expectations, I hear nothing.
I know some mid/lower hotels measure guest satisfaction by TripAdvisor.
Not sure that would be a good measure for a FS hotel.
Companies from BMW to UBER assess guest satisfaction through guest surveys. Are the surveys still out there?
I know some mid/lower hotels measure guest satisfaction by TripAdvisor.
Not sure that would be a good measure for a FS hotel.
Companies from BMW to UBER assess guest satisfaction through guest surveys. Are the surveys still out there?
Nov 10, 2014 | 9:43 pm
#2
Join Date: Jan 2006
Programs: Marriott Lifetime Platinum, Hilton Honors Diamond,
Posts: 439
I still get guest surveys on a fairly regular basis. I stay weekly somewhere, and I've probably had 4 or 5 this year.
Nov 11, 2014 | 6:08 pm
#3
Join Date: Sep 2011
Location: Boston, MA
Programs: Marriott Platinum; Hilton Diamond; United Platinum; AA Gold
Posts: 141
I get surveys on a fairly regular basis from the NJ-based Courtyards and Marriotts that I often stay at. Most seem to be from the properties as opposed on the corporate level.
Nov 12, 2014 | 9:43 am
#4
Join Date: Jul 2014
Location: Denver
Programs: DL: PM, MR: Plat, AMEX Plat
Posts: 168
Yes, they do random post-stay surveys via email. The biggest metric that individual hotels are measured against is their "Net Promoter Score". Basically they get positive credit for scores of 9 or 10.
Note the survey results are not confidential. The GM of one hotel asked me about some of my responses a month or so ago.
Note the survey results are not confidential. The GM of one hotel asked me about some of my responses a month or so ago.
Nov 12, 2014 | 11:24 am
#5
Join Date: Oct 2001
Programs: LTP, PP
Posts: 9,108
I used to get these weekly at a cheaply constructed SHS I was forced to stay at over and over again. I would make the same poor comments week after week. I stopped getting survey requests....