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Hotel guest satisfaction: Understanding who loves what and why

February 13, 2012 | Hotel Marketing

By knowing who your best guests are, you'll be more able to offer the services that give them the most satisfaction. It's a bet on customer loyalty that's sure to pay off.

The question of how much demographics play a role in the way people evaluate personal experiences is one that customer satisfaction researchers have asked for years. Are men tougher to please than women? Who is easier to satisfy? Younger people or mature people with more life experience? Are those with a higher income more demanding customers? Or are those to whom money is a more precious commodity more rigorous in their evaluations?

George Santayana, the philosopher and poet, once said, "When men and women agree, it is only in their conclusions; their reasons are always different."

The question of how much demographics play a role in the way people evaluate personal experiences is one that customer satisfaction researchers have asked for years. Are men tougher to please than women? Who is easier to satisfy? Younger people or mature people with more life experience? Are those with a higher income more demanding customers? Or are those to whom money is a more precious commodity more rigorous in their evaluations?

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