Hotel Online  Special Report



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Market Metrix Announces Third Quarter 2006
Hospitality Index Results
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Drury Inns, JetBlue Airlines and Enterprise Rent-A-Car
Win for Second Consecutive Quarter

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-- Booming Generation Y: More Emotional, Less Loyal --

SAN RAFAEL, Calif., Nov. 15, 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 third quarter of 2006. Drury Inns, JetBlue Airways and Enterprise Rent-A-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively.

This is the second consecutive quarter that Drury Inns has won top honors in customer satisfaction for the hotel industry. With higher satisfaction scores than much pricier hotels, guests continue to rave about the personal treatment they experience. JetBlue Airlines and Enterprise Rent-A-Car also continue their momentum after earning the top spot in their respective industries in Q2 2006.

Fickle Generation Y

This quarter, our research focused on the multigenerational traveler. More people from all age groups are traveling now than ever before. Attracting and satisfying the needs of each of these groups presents new challenges to conventional approaches.

Born between 1977 and 1994, the Y generation is poised to become the largest consumer group in the history of the U.S. and, therefore, represents the future market for most consumer brands. But generation Y travelers are the least loyal to hotel brands compared to all other generational groups.

The Y generation -- whose members have not yet hit 30 -- is different from any that have come before. Based on results from 35,000 guests staying in a hotel during Q3 2006, Gen Y represents the least loyal, most emotional and least satisfied guests compared to all other generations. Their favorite mainstream brand is Holiday Inn Express but they also like unconventional brands such as W and Kimpton Hotels.

Successful Generation Y brands are typically perceived as hip and popular, but without the air of heavy commercialism. Also, Generation Y demographics show that Gen Y is more racially diverse, with one out of three members considering themselves non-Caucasian. As a result, customer service is defined differently by Gen Y. What an older customer sees as "attentive and responsive," a younger Gen Y may see as "tedious and unnecessary."

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MMHI Top-Hospitality Rankings
Q3 2006
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Hotel - Overall - Drury Inns 

Airline - JetBlue 

Car Rental - Enterprise

Luxury Hotels - Four Seasons Hotels

Upper Upscale - Walt Disney World Resorts

Upscale Hotels - Homewood Suites

Midscale w/ F&B - Red Lion Hotels & Inns

Midscale w/o F&B - Drury Inns

Economy Hotels - Microtel Inns & Suites

Timeshare Accommodations - Disney Vacation Club

Upscale Casino - Bellagio

Casino - Rio

Hotel Reservations Website Hotel Brand - Doubletree

Hotel Reservations Website Travel - Priceline

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


MMHI Overview 
July 2006 to September 2006

Hotels

The top 10 numbers are highlighted in blue
The top 10 numbers are highlighted in blue
The top 10 numbers are highlighted in blue
The top 10 numbers are highlighted in blue
The top 10 numbers are highlighted in blue


Car Rental Companies
The top numbers are highlighted in blue.


Airlines
The top 3 numbers are highlighted in blue.

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 http://www.marketmetrix.com or call 1-800-239-7515.

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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 Second Quarter 2006 Hospitality Index Results; Drury Inns Ranked Number 1 in Customer Satisfaction for the Hotel Industry / August 2006
Market Metrix Announces First Quarter 2006 Hospitality Index Results / Drury Inns Ranked Number 1 in Customer Satisfaction for the Hotel Industry / May 2006
Market Metrix Announces Fourth Quarter 2005 Hospitality Index Results; Kimpton Hotels Ranked Number One in Hotel Customer Satisfaction / February 2006
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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