New Port Presbyterian

Since 1994 when the customer index was created, the hotel industry score for client satisfaction has decreased from 75 to a four-year low of 71 in 1997, where it stayed in 1998. The service industry, in general, noticed its customer satisfaction score growth 6.6% to 72.2% this year. While the hotel industry’s score for client loyalty grew one point from last year it is still lower that of the last years. Ron McNair, partner, Arthur Andersen’s business consulting hospitality industry practice, attributes decline in client satisfaction to some industry trends. He stresses that record occupancy levels and sell-outs during high demand periods forced many properties to hit future clients, leaving them to find other facilities. McNair pointed out that with the unprecedented amount of blenders and acquisitions — $8.7 billion in 1998 and $32.4 billion easy guitar songs in the first quarter of 1998 — most hotel firms have concentrated on the problems of getting rather than on improving the customer experience. Moreover, a wide choice, minimal variety between properties, competitive marketing programs and present occupancy issues supply consumers with many options and little inducement to stay loyal to a concrete hotel company. The customer index lodging industry also found out that customer expectations concerning the obtained quality of service remained the same over the last five years. Besides, the value of the received service the customers pay for left much to be desired. McNair has pointed out that while the prices for hiring rooms grew up dramatically, the quality service did not improve. The customers indicate that they do not get the desired additional convenience for the high prices they are paying.