IHG Hotels Guest Satisfaction Survey

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1.
This survey aims to understand your experience and satisfaction with IHG hotels (e.g., InterContinental, Holiday Inn, Crowne Plaza). Results will be used only for academic research (GU2 project). The survey is anonymous and takes about 3-5 minutes. Thank you for your support!
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2.
Part 1: Basic Information
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3.
Q1. Which IHG brand(s) have you stayed at in the past 12 months? (Select all that apply)
InterContinental Hotels & Resorts
Holiday Inn
Holiday Inn Express
Crowne Plaza
Staybridge Suites
Candlewood Suites
Hotel Indigo
Even Hotels
Hualuxe Hotels & Resorts
Regent Hotels & Resorts
Six Senses Hotels Resorts Spas
Vignette Collection
Atwell Suites
Avid Hotels
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4.
Q2. What is the main purpose of your stay? (Single choice)
Business
Leisure/Vacation
Visiting friends or relatives
Education/Study
Medical treatment
Work/Employment
Other
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5.
Part 2: Digital Experience & Customer Service
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6.
Q3. Have you used the IHG official App or website to make a booking?
Yes,
frequently
Occasionally
Never
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7.
Q4. How satisfied are you with the ease of booking via IHG App/website? (1=Very dissatisfied, 5=Very satisfied)
1=Very dissatisfied
2=Dissatisfied
3=Neutral
4=Satisfied
5=Very satisfied
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8.
Q5. Have you ever contacted IHG customer service (phone/online chat)?
Yes, I have contacted them before
No, I have never contacted them
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9.
Q6. How do you rate IHG’s digital services (e.g., mobile key, online check-in, app checkout) compared to other hotel groups?
Significantly better than other hotel groups
Moderately better than other hotel groups
About the same as other hotel groups
Moderately worse than other hotel groups
Significantly worse than other hotel groups
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10.
Part 3: IHG One Rewards Loyalty Programme
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11.
Q7. Are you an IHG One Rewards member?
Yes
No
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12.
Q8. How satisfied are you with IHG One Rewards benefits? (points earning, redemption options, tier benefits) (1-5)
○ 1
○ 2
○ 3
○ 4
○ 5
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13.
Q9. Have you ever redeemed points (e.g., free nights, merchandise, gift cards)?
Yes, I have redeemed points before
No, I have never redeemed points before
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14.
Q10. Does the loyalty programme make you prefer IHG over other hotel brands?
Yes, significantly
Yes, somewhat
No, not at all
Not sure
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15.
Part 4: Sustainability & Brand Perception
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16.
Q11. Are you aware of IHG’s sustainability initiatives (e.g., “Low Carbon Pioneers”, “Green Meetings”)?
Yes, I am very familiar with them
Yes, I have some knowledge of them
I have heard of them but don't know the details
No, I haven't heard of them before
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17.
Q12. How important are the following factors when choosing a hotel? (1=Not important, 5=Very important)
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18.
· Price ______
is a key factor in my purchasing decision
is not a major concern for me
should be lower than current market average
should be higher for better quality
varies too much across different sellers
is reasonable for the product quality
is the most important consideration
is secondary to other factors like brand or features
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19.
Part 5: Overall Satisfaction & Willingness to Recommend
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20.
Q13. Overall, how satisfied are you with your IHG hotel experience? (1-5)
○ 1
○ 2
○ 3
○ 4
○ 5
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21.
Q14. How likely are you to recommend IHG hotels to a friend or colleague? (0=Not at all likely, 10=Extremely likely)
○ 0
○ 1
○ 2
○ 3
○ 4
○ 5
○ 6
○ 7
○ 8
○ 9
○ 10
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22.
Q15. What do you think IHG should improve most? (Open-ended)
Thank you very much for your participation!
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