Hotel loyalty programs: customer satisfaction U.S. 2017

This statistic shows the leading hotel loyalty programs in the United States as of October 2017, by customer satisfaction index score. Marriott Rewards was the highest ranking loyalty/rewards program with a customer satisfaction index score of 806 out of 1,000.

Leading hotel loyalty programs in the United States as of October 2017, by customer satisfaction index score*

Characteristic	Customer satisfaction index score
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Release date

November 2017

More information

Region

United States

Survey time period

September to October 2017

Number of respondents

4,682 respondents

Special properties

consumers who have joined a loyalty plan

Method of interview

Online survey

Supplementary notes

* Customer satisfaction index score based on 1,000-point scale.
Customer satisfaction is measured by examining the following factors: account maintenance/management (23 percent); ease of redeeming points/miles (22 percent); ease of earning points/miles (18 percent); reward program terms (16 percent); variety of benefits (16 percent); and customer service (five percent).

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