This study examines operating metrics and customer satisfaction for eight U.S. hotel chains in relation to their financial performance. Customer traffic, as measured by Room-Nights-Sold (NIGHTSS), and customer satisfaction, measured by the American Customer Satisfaction Index (ACSI), were found to have a strong positive relationship with profitability and stock market performance. In contrast, Room Occupancy and RevPAR (Revenue per Available Room) had no significant relationships with financial performance. Results suggest NIGHTSS as more straightforward, comprehensive, and tangible profit driver that is important for users’ involvement and acceptance, leading to a better use of control systems and higher quality of analysis.