Hotel Online  Special Report



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Market Metrix Announces 2006
Hospitality Index Results
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Drury Inns, JetBlue Airlines and Enterprise Rent-A-Car
Win First Place 2006 Awards

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-- Hotel web sites now score higher in satisfaction than popular travel sites --

SAN RAFAEL, Calif. – February 8, 2007 -- Market Metrix, LLC, the leading provider of market research services for the hospitality industry, today announced the 2006 annual results of the Market Metrix Hospitality Index (MMHI).  Based on 140,000 consumer interviews conducted from January through December 2006, Drury Inns, JetBlue Airways and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively. 

Compared to 2005, hotel customer satisfaction for 2006 was unchanged at 82.1, slightly below the pre-9/11 customer-satisfaction score of 83.  For 2006 Drury Inns led the way, improving 2.3 points to 91, but most of the industry did not show improvement.  The only segment to advance was Midscale with food and beverage (+.5 to 79.4) led by Clarion Hotels & Resorts (+.9 to 80.4) and Holiday Inn Select (+.7 to 79.9).  The luxury segment showed the biggest decline (-.7 to 86.4) with W Hotels (down 3.5 to 85.7) posting the largest drop.

The airline industry dropped .7 points to 78.5, its lowest score since the industry was rocked by 9/11.  As airlines continue to struggle with labor contracts, bankruptcies and higher fuel prices, consumers feel they are getting less for their money.  Industry leader JetBlue still rules the industry at 89.1.  Spirit Airlines made the industry's biggest jump, improving nearly 6.1 to 81.6.  Northwest Airlines, on the other hand, dropped 1.1 to 70.9, taking last place in the industry as it struggles with strikes and a Chapter 11 filing.

Satisfaction among car rental companies was unchanged at 78.9 with Payless showing the biggest improvement (+2.8 to 75.1) and Advantage Rent-A-Car falling sharply (-4.5 to 76.1).

Hotel web sites score higher 

The MMHI includes measures of the hotel reservation experience – both online and offline.  This data provides special insight into the growing popularity of website usage and the satisfaction with the online experience.

More people are booking online than ever before -- and hotel companies have been trying hard to get these customers to book through their websites.  These efforts have paid off.  The majority of persons who make hotel reservations online are now booking directly on the hotel or brand website rather than going through the big travel portals.  This is quite an achievement for the hotel industry despite many new websites attempting to book or refer hotel reservations.  Hotel companies are paying less money to travel portals and are establishing more relationships directly with their guests.

One big reason why more customers are using hotel sites to make their reservations is that hotel companies have significantly improved their websites.  The quality of the experience with the website can influence customers’ decision making, ultimately reinforcing loyalty or losing customers for the brand.  

In 2004 and 2005, hotel websites were outscored by Yahoo! Travel and Hotwire for satisfaction with the online reservation experience.  But now, for the first time, hotel web sites scored higher in satisfaction (providing a better reservations experience) than popular travel web sites.  To make these gains, hotel sites have improved their navigation, design, usefulness of information, ease of booking and other critical components of the online experience. 

The top performing hotel site for 2006 was Drury Inns.  According to travelers, Drury’s website delivered the best user experience compared to all other hotel brand websites.  Sleep Inns (Choice) and Courtyard by Marriott finished closely behind Drury.  Hotel and brand websites have improved significantly and now, many of these sites outscore the best Internet travel portals in overall satisfaction with the online experience.

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

Airline - JetBlue 

Car Rental - Enterprise

Luxury Hotels - Ritz-Carlton

Upper Upscale - Walt Disney World Resorts

Upscale Hotels - Staybridge

Midscale w/ F&B - Park Plaza Hotels & Resorts

Midscale w/o F&B - Drury Inns

Economy Hotels - Jameson Inns

Timeshare Accommodations - Disney Vacation Club

Upscale Casino - The Venetian

Casino - Borgata

Hotel Reservations Website – Hotel Brand - Sleep Inns

Hotel Reservations Website – Travel - Hotwire

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


About MMHI
The Market Metrix Hospitality Index evaluates customer satisfaction with hotel, airline and car rental companies based on 140,000 in-depth consumer interviews conducted each year.  Each quarter and annually, 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.

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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 Third Quarter 2006 Hospitality Index Results; Drury Inns, JetBlue Airlines and Enterprise Rent-A-Car Win for Second Consecutive Quarter / November 2006
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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