Marriott’s frequent-guest program ranks No. 1 among hotel loyalty programs, shows a new consumer survey released Friday.
Marriott Rewards received an overall customer satisfaction score of 707 on a 1,000-point scale, according to the first hotel-program survey by market research company J.D. Power.
Consumers like Marriott’s program because, among other reasons, it includes thousands of hotels that “provide a lot of opportunity to earn and redeem points,” and there are no blackout dates when redeeming points for free rooms, says J.D. Power’s Rick Garlick.
Marriott has more than 3,900 hotels affiliated with 18 brands.
The online survey, which was sent by e-mail March 11-25, ranks 15 hotel loyalty programs and is based on responses of more than 3,800 consumers who are in at least one loyalty program.
Customer satisfaction was measured by five factors: loyalty account maintenance/management; ease of redeeming points/miles; ease of earning points/miles; reward program terms; and customer service.
InterContinental Hotels and Resorts’ IHG Rewards Club ranks No. 2, and Delta Hotels and Resorts’ Delta Privilege program is No. 3.
John Muehlbauer, InterContinental’s loyalty programs director, says the ranking is “a reflection” of the hotel chain’s work to provide what IHG Rewards members want.
Last year, the program announced free Internet service for all members at all hotels ? “an industry first,” he says. The program also provides a free night at more than 70% of the chain’s hotels for 20,000 points or less, he says.
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Source: Gary Stoller (2014). Marriott’s loyalty program ranks No. 1, USA Today http://www.usatoday.com/story/travel/hotels/2014/04/11/jd-power-says-marriott-has-top-loyalty-program/7595567/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+UsatodayTravel-Hotels+%28USATODAY+-+Hotels+Top+Stories%29 published Apr 14, 2014. Viewed Apr 15, 2014.