Hospitality guest satisfaction research in Asia Pacific

Scott Keshanech, Bethany Hoffman and Rey Alcocer

This paper will report and compare guest satisfaction data collected from fifteen countries (including Australia, China, French Polynesia, India, Indonesia, Japan, Korea, Malaysia, New Zealand, Pakistan, Papua New Guinea, Philippines, Singapore, Taiwan and Thailand) within the Asia Pacific region for the Six Continents Hotels Asia Pacific Division.

hospitality guest satisfaction research in asia pacific

Endorsing consistency of service/performance across countries

Ray Alcocer Six Continents HotelsBethany Hoffman Taylor Nelson Sofres Intersearch Travel DivisonScott Keshanech Taylor Nelson Sofres Intersearch Advanced Methods Division

Background

Six Continents Hotels has been measuring and monitoring guest satisfaction research within the Asia Pacific region since 1998. All Six Continents Hotels within the Asia Pacific region, representing the Crowne Plaza , Holiday Inn and Inter-Continental hotel brands, are required to participate in the Guest Satisfaction Tracking System (GSTS).

Guest satisfaction data is gathered through a random...

WARC subscribers can sign in to keep reading

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands