Five Hotel Chains Named J.D. Power Customer Champions

WESTLAKE VILLAGE, Calif.—J.D. Power, in conjunction with FORTUNE Custom Publishing, has recognized 50 companies that demonstrate the ability to provide the highest level of customer service based on their most important critics—their customers. The 2014 Customer Champions include five hotel companies: Drury Hotels, Four Seasons, Homewood Suites, The Ritz-Carlton, and Staybridge Suites.

The J.D. Power 2014 Customer Champions were selected based on customer feedback attesting to their service excellence. These companies were the highest performers among more than 600 evaluated brands across nine industries, based on their performance in five key areas identified as the J.D. Power 5 Ps: People, Presentation, Price, Process, and Product.

“Not only does satisfaction encourage customer loyalty, but happy customers also become advocates of the brand to others,” said Finbarr O’Neill, president of J.D. Power. “Particularly given the ability of today’s consumers to easily communicate their experiences far and wide through social media and online reviews, customer advocacy can be critical to a company’s bottom line.”


“We are honored to be included in this prestigious group of companies and know this distinction is a result of the hard work and dedication of the team members who bring the brand to life at Staybridge Suites hotels across the U.S., which account for the largest percentage of our brand portfolio,” said Robert Radomski, vice president, brand management, Staybridge Suites and Candlewood Suites. “It is clear when walking into any Staybridge Suites hotel that our guests are more than just our priority—they are like family. The Staybridge Suites hotel design, service culture, and amenities truly provide a sense of community and make these hotels feel like home for guests.”

“This recognition from one of the leading voices of customer satisfaction reinforces our commitment to exceeding expectations of today’s travelers, particularly those with longer stays,” said Bill Duncan, global head, Homewood Suites by Hilton. “Our team members around the world provide a welcoming sense of home and keep our customers at the heart of everything we do.”