Hotel Online  Special Report



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

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Ritz Carlton recognized for Best Hotel Restaurants; 
Four Seasons wins Best Room Service; 
and W Hotels voted Favorite Hotel Bar

SAN RAFAEL, Calif. – February 8, 2006 -- 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 fourth quarter of 2005. Kimpton Hotels, Independence Air and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively. 

Kimpton Hotels and Independence Air have never won the top spot in their industries and, Independence Air will never do it again.  Independence Air ceased operations in January 2006, only 18 months after launching its service as a low-cost carrier.  Independence joins a long list of carriers that have failed since industry deregulation in 1978.

Overall satisfaction with hotels was mixed with more segments declining (Luxury -3.8; Upscale -.8; Midscale w/o F&B -1.9; Economy -.5 ) than improving (Upper Upscale +.6; Midscale w/ F&B +.9, Extended Stay +.7).  Rental Cars showed improvement (+1.5) but Airlines edged slightly lower (-.3) for the quarter. 

New questions evaluating hotel restaurants, room service and lounges were recently added to the Market Metrix Hospitality Index.  Here are highlights from the survey results.

  • Restaurants.  In the hotel restaurant category the top-scoring brand was The Ritz-Carlton.  Ritz Carlton guests were wowed by their experiences saying, “The restaurants were absolutely wonderful,” and “above and beyond my already high expectations.”
  • Room Service.  The hotel brands delivering the best room service (speed and quality) included Four Seasons Hotels, Intercontinental, and Loews Hotels respectively.  Bellagio’s room service was tops among casino hotels.
  • Bars.  In the hotel bar category, people rave about the bars found in W Hotels.  Customers described the W’s XYZ Bars as a “glamorous cocktail lounge for an upscale crowd” whose popularity “squeezes people very close together so that meeting people is easy.”  
How does food and beverage service affect hotel guest loyalty?
  • Restaurants.  The results showed that for some segments (e.g., economy) simply providing a restaurant (and not necessarily a good restaurant) can positively affect hotel loyalty.  For these guests having an exceptional restaurant had no additional positive impact on hotel loyalty.  For other segments (e.g., Midscale, Extended Stay) hotel guest loyalty was affected with a quality restaurant that exceeded customers’ expectations.
  • Room Service.  For economy and extended stay guests offering room service is important.  These guests, however, did not value exceptional room service with increased loyalty.  Conversely, a high quality in-room dining experience does influence the loyalty behavior of guests staying at Midscale and Upscale Casino.
  • Bars.  The importance of the bar is more significant for Luxury and Upscale Casinos than for the other industry segments.  However, a better-quality hotel bar does affect the loyalty behavior of Midscale and Extended Stay guests. 
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MMHI Top-Hospitality Rankings
Q4 2005
Hotel - Overall - Kimpton Hotels 

Airline - Independence Air

Car Rental - Enterprise

Luxury Hotels - Four Seasons

Upper Upscale - Kimpton Hotels

Upscale Hotels - Hilton Garden Inn

Midscale w/ F&B - Holiday Inn Select

Midscale w/o F&B - Country Inns & Suites By Carlson

Economy Hotels - Microtel Inns & Suites

Extended-Stay Hotels - Homewood Suites

Vacation Clubs - Hilton Grand Vacation

Upscale Casino - Bellagio

Casino - Borgata Casino

Hotel Reservations Website – Hotel Brand  - Walt Disney World Resorts

Hotel Reservations Website – Travel - Hotwire.com  

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


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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.  For more information, log onto www.marketmetrix.com or call 1-800-239-7515.

Contact:

Mike Pharis
Market Metrix
tel 415-721-1300
fax 415-721-1314
http://www.marketmetrix.com

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Also See: Market Metrix Announces Third Quarter 2005 Hospitality Index Results; W Hotels Ranked Number One in Hotel Customer Satisfaction / November 2005
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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