Waldorf Astoria took the top spot for Luxury while Home2 Suites by Hilton and Tru by Hilton ranked top of their segments in the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
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GLOWaldorf Astoria took the top spot for Luxury while Home2 Suites by Hilton and Tru by Hilton ranked top of their segments in the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
MCLEAN, Va. – Leading global hospitality company, Hilton (NYSE: HLT) topped the rankings across three segments in the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study with No. 1 rankings in Luxury, Upper Midscale/Midscale Extended Stay, and Midscale segments.
Hilton’s iconic luxury brand, Waldorf Astoria took the No. 1 award in the Luxury segment with a highest score of 788 across the nine survey segments for overall customer satisfaction. This is a first-time win for the brand and a true testament to its longstanding commitment to providing sincerely elegant service to each and every Waldorf guest. Home2 Suites by Hilton took the top seed in the Upper Midscale/Midscale Extended Stay segment with a score of 681, along with the Tru by Hilton brand for the Midscale segment with a score of 708. This is the third J.D. Power win for Tru by Hilton, including in years 2020 and 2021, in just four years of eligibility. Falling under the Luxury segment as well was Conrad Hotels & Resorts, which came in at No. 8.
“We are thrilled to have three brands rank highest in the J.D. Power 2023 North America Hotel Guest Satisfaction Index,” said Matt Schuyler, chief brand officer, Hilton. “This recognition is a testament to our ongoing commitment to guest satisfaction across all our brands and to our teams around the world that are delivering the most reliable and friendly stay experiences each day.”
The North America Hotel Guest Satisfaction Index (NAGSI) Study was redesigned for 2023. Now in its 27th year, the study measures overall customer satisfaction based on performance in six factors (in alphabetical order): communications and connectivity; food and beverage; guest room; hotel facility; staff service; and value for price. The study benchmarks the performance of 102 brands across nine market segments and is based on responses from 33,754 hotel guests for stays between May 2022 and May 2023.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
Source: Hilton
