Hotel loyalty programs are pivotal to measuring customer satisfaction, according to the J.D. Power 2015 Hotel Loyalty/Rewards Program Satisfaction Report.
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....