2005 Hospitality Index Results
-- New measure of guest problems show that hotel
staff have biggest impact on loyalty --
|SAN RAFAEL, Calif. – August 4, 2005 -- Market
Metrix, LLC, the leading provider of market research services for the hospitality
industry, today announced results of the Market Metrix Hospitality Index
(MMHI) for the second quarter of this year. Ritz-Carlton, JetBlue Airways
and Enterprise Rent-A-Car ranked number one in hotel, airline and rental
car industry customer satisfaction, respectively.
Following the first ever, year-over-year decline in hotel guest satisfaction, overall scores resumed their upward climb in the second quarter, increasing by a modest 0.1%. However, Market Metrix results indicate a year-over-year decline in overall satisfaction (2003 vs. 2004) and a half-over-half decline (Jan-June 04 vs. Jan-June 05).
These results may help to explain the surprise drop in hotel guest loyalty. This is the first quarter in the past several years that self-reported loyalty for hotels has declined. This is confirmed by an increase (Q1-05 vs. Q2-05) in staff related problems -- problems with hotel staff have biggest impact on loyalty.
On a year-over-year basis, the decline in hotel guest loyalty is broad-based with the biggest decline in loyalty occurring among luxury guests (-10.8%) followed by Casino (-5.2%) and Economy segment guests (-4.4%). Recent declines in customer satisfaction may have played a role in this outcome.
Other highlights from this quarter’s results include:
MMHI Overview -
The Market Metrix Hospitality Index is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in-depth consumer interviews. The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy. Detailed, in-depth and customized reports are available for subscribers. No other customer satisfaction index offers MMHI's reporting frequency, volume of customer interviews, cross-industry results or innovative satisfaction measures.
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|Also See:||Market Metrix Announces First Quarter 2005 Hospitality Index Results; Customer Satisfaction with Hotels Drops for First Time Since 9-11, First-Ever Measure of Satisfaction With Vacation Clubs / May 2005|
|Market Metrix Announces Fourth Quarter 2004 Hospitality Index Results; Wingate Inns, Midwest Airlines and Enterprise Rent-A-Car Take Top Industry Categories / February 2005|
|Market Metrix Announces Third Quarter 2004 Hospitality Index Results; Four Seasons, Midwest Airlines and Enterprise Rent-A-Car Take Top Industry Categories / November 2004|
|Market Metrix Announces Second Quarter 2004 Hospitality Index Results Four Seasons, Jet Blue Airways and Enterprise Rent-A-Car Take Top Industry Categories / August 2004|
|Market Metrix Announces First Quarter 2004 Hospitality Index Results - Staybridge Suites, Jet Blue Airways and Enterprise Rent-A-Car Take Top Industry Categories / May 2004|
|Walt Disney World Resorts Ranks Number One in Hotel Customer Satisfaction; Market Metrix Fourth Quarter 2003 Hospitality Index Results / February 2004|
|Market Metrix Third Quarter 2003 Hospitality Index Results; First-Ever Measure of Satisfaction With Online Hotel Reservations Places Radisson and Yahoo! Travel on Top / November 2003|
Metrix Second Quarter 2003 Hospitality Index Results -- Fairmont Hotels
& Resorts Improves
Satisfaction Score to Take Top Hotel Prize / Aug 2003