J.D Power study shows internet usage is top problem experienced by hotel guests

J.D. Power recently published the results of their 2013 North America Hotel Guest Satisfaction Index Study The study, now in its 17th year, measures overall guest satisfaction across eight hotel segments and examines seven key factors to determine overall satisfaction.

One of the study’s significant findings: “While Internet usage during a hotel stay continues to steadily increase, it remains the top problem experienced by guests”. Among guests who experienced a problem during their hotel stay,

· 31% had an issue with their Internet service in terms of connection and/or speed

Interestingly, overall satisfaction among guests who experienced difficulties connecting to the Internet was lower than among those who did not have problems, whether Internet access was included in the room rate or not.”

Tell us about hotel Wi-Fi – is it secure, slow, too expensive? (24% of respondents indicated paying more than $30 for one-time connection!).

The 2013 North America Hotel Guest Satisfaction Index Study is based on responses gathered between July 2012 and May 2013 from more than 68,700 guests. #credible!

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