The J.D. Power 2018 North America Hotel Guest Satisfaction Index (NAGSI) Study has found that customers are increasingly finding it important that their rooms are kitted out with the top technology.
In fact, when technology is present in the room, guests generally experience a higher satisfaction level. 77 per cent of people surveyed said they had a large flatscreen television in their room, whereas only 10 per cent had a tablet in their room for information purposes.
However, service satisfaction scored lower, increasing at a slower rate than that of guest room and hotel facilities satisfaction.
Jennifer Corwin, associate practice lead for the Global Travel and Hospitality Practice at J.D. Power, said: "Hotels in all price ranges have excelled at ensuring their customers have a top-notch experience. Years of capital investment in offerings such as higher-end televisions and in-room tablets have left their mark. Now, as hotels look to push customer satisfaction levels higher, their focus should turn to service areas, particularly when it comes to direct booking."