Great article, thanks for posting. The comment from Sonkin, "Satisfaction is your differentiator to your competitor," says it very succinctly. Guest Satisfaction is an area where Marriott has focused on surveys, metrics and measurement. Unfortunately, it's not just in the survey execution, it's the follow-through with the delivery.
About a month ago, I posted Extending Business Travel For Leisure just one of several messages highlighting this trend. At that time, 808 Insiders registered their vote affirming the fact that they extend business for leisure. Consistently, a whopping 88% convey this.
If one looks at the survey today, we've crossed 950 and remain at 88%. What is the good of metrics if there's no follow through? What's the good of measuring guest satisfaction when you have to get them into the rooms first? Making rates affordable will raise occupancy. Why not bring back the Global Rate Break offering a 20% discount for stays Thurs to Sunday?