Hotel Online  Special Report



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Market Metrix Announces Third Quarter
2005 Hospitality Index Results
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W Hotels Ranked Number One in Hotel Customer Satisfaction

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SAN RAFAEL, Calif. – November 22, 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 third quarter of this year. W Hotels, JetBlue Airways and Avis Rent A Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively. 

Overall satisfaction was mixed for hotels and car rental companies; but ratings among airlines improved for the third successive quarter.  This adds fuel to what experts are anticipating -- an almost unprecedented boom in the airline industry -- with new planes, better business models and huge growth in new markets. 

The international component of the Hospitality Index offers a fascinating glimpse into how countries, hotel brands, and guests differ across the globe.  Based on 10,000 guest interviews of non-US hotel stays, here are highlights from the most recent survey results. 

  • The top scoring international hotel brands were Fairmont Hotels & Resorts, Four Seasons and The Ritz-Carlton (based on evaluations of non-US hotel stays).
  • Hotels in the Philippines, Brazil, and Greece are delivering the highest levels of customer satisfaction.  Guests staying at hotels in Belgium, the Netherlands and England reported the lowest overall customer satisfaction scores. 
  • Greece was the winning country in 10 categories.  For example, guests at Greek hotels reported feeling more “Comfortable”, “Pampered”, “Elegant” and “Hip/cool” compared to guest evaluations from other countries. 
  • Among all countries, guests staying in Scottish hotels reported feeling the least “Comfortable”.  Hotels in Scotland also received the lowest scores for “Value for price”, “Likely to return” and “Likely to recommend”.
  • Emotion scores (which correlate highly with loyalty) were higher at international properties compared to US hotels.  Compared to US hotels, international hotels made their guests feel more “Pampered”, “Elegant” and “Important”.



MMHI Top-Hospitality Rankings
Q3 2005


Hotel - Overall  -  W Hotels 

Airline  -  JetBlue Airways

Car Rental  -  Avis

Luxury Hotels  -  W Hotels

Upper Upscale  -  Omni

Upscale Hotels  -  SpringHill Suites

Midscale w/ F&B  -  Red Lion 

Midscale w/o F&B  -  Drury Inns

Economy Hotels  -  Jameson Inns

Extended-Stay Hotels  -  Candlewood

Upscale Casino  -  Bellagio

Casino  -  Atlantis Reno

Hotel Reservations Website – Hotel Brand  -  Doubletree 

Hotel Reservations Website – Travel  -  Hotwire.com

(w/o F&B = without food & beverage)


About MMHI
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.

About Market Metrix
Market Metrix, LLC was founded in 1996 to provide the hospitality industry with better customer and employee satisfaction measurement programs and management tools. In addition to MMHI, Market Metrix provides clients with award-winning survey systems and strategic services. Market Metrix also operates the Consumer Research Center, which provides focus group services, data entry services and a state-of-the-art specialty call center. For more information, log onto www.marketmetrix.com or call 1-800-239-7515.
 

Contact:

Contact:
Krishna Amin
Market Metrix
tel 415-721-1300
fax 415-721-1314
http://www.marketmetrix.com

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Also See: Market Metrix Announces Second Quarter 2005 Hospitality Index Results; New measure of guest problems show that hotel staff have biggest impact on loyalty / August 2005
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
Market Metrix Second Quarter 2003 Hospitality Index Results -- Fairmont Hotels & Resorts Improves Satisfaction Score to Take Top Hotel Prize / Aug 2003


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