Japan Hotel Guest Satisfaction Index Study

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The Japan Hotel Guest Satisfaction Index Study is a study targeting men and women over 18 years of age all over the country that have stayed at one of Japan's national hotel chains at some point in the past within the past year, and investigates their experiences at those hotels and their level of satisfaction with the service. 

This study is divided into four segments based on the established cost & fees of lodging and area of the guest room: "more than 35,000 yen per night", "15,000 to less than 35,000 yen per night", "9,000 to less than 15,000 yen per night", and "less than 9,000 yen per night"; and measures the guest's level of satisfaction within each segment.

  • More than 35,000 yen per night segment: Hotels with an established price range of more than 35,000 yen
  • 15,000 to less than 35,000 yen per night segment: Hotels with an established price range of more than 15,000 yen but less than 35,000 yen and a guest room with an area of more than 20㎡.
  • 9,000 to less than 15,000 yen per night segment: Hotels with an established price range of more than 9,000 yen but less than 15,000 yen or, hotels with an established price range of more than 15,000 yen but less than 35,000 yen and a guest room with an area less than 20㎡.
  •  Less than 9,000 yen per night segment: Hotels with an established price range of less than 9,000 yen

Characteristics of the Study

In measuring customer satisfaction, the seven factors (elements) of "reservation *1", "check-in/check-out", "guest room", "Food & beverages (F&B)", "hotel services", and "cost & fees" where established for the study to obtain the values. The overall satisfaction score was computed (on a 1,000 point scale) on the basis of the guest's valuation in regard to multiple detailed items within each factor.

*1 reservation: A evaluation of reservations carried out over the phone, through the hotel chain's website or in person.

*2 Food & Beverage: Considers brands in the "less than 9,000 yen per night" segment that do not include a restaurant, bar, or leisure facilities and employs the valuation of the entire hotel facility and the quality of the food provided for breakfast.

*3 hotel services An evaluation of the overall service, and ancillary facilities such as leisure/fitness, spa, and business center.

*4 cost & fees: A valuation of the total expense during the stay, such as guest room, phone charges, food & beverages, etc.

A very wide range of situations such as hotel selection activities, and brand image are asked in this study.For that sake, you can use this as information for a marketing strategy for maintaining and acquiring customers now and into the future.