WESTLAKE VILLAGE, CA – Hotel loyalty and reward program features and benefits earning and redeeming rewards prove key to member satisfaction regardless of the number of hotel brand locations, acco
WESTLAKE VILLAGE, CA – Hotel loyalty and reward program features and benefits earning and redeeming rewards prove key to member satisfaction regardless of the number of hotel brand locations, according to the J.D. Power 2015 Hotel Loyalty/Rewards Program Satisfaction ReportSM released today.
The report measures customer satisfaction by examining six factors (in order of importance): account maintenance/management (23%); ease of redeeming points/miles (22%); ease of earning points/miles (18%); reward program terms (16%); variety of benefits (16%); and customer service (5%). Satisfaction is measured on a 1,000-point scale. Overall satisfaction with hotel loyalty/rewards programs improves to 701 in 2015 from 676 in 2014.