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Market Metrix Announces Third Quarter 2007 Hospitality Index Results
SAN RAFAEL, Calif. � November 28, 2007 -- Market
Metrix, LLC, the leading provider of customer and employee feedback and
performance tools for the hospitality industry, today announced results
of the Market Metrix Hospitality Index (MMHI) for the third quarter of
2007. Kimpton Hotels, Sun Country Airlines and Enterprise Rent-a-Car
ranked number one in hotel, airline and rental car industry customer satisfaction,
respectively.
For the first time Rosewood Hotels and Resorts scored highest in Customer Satisfaction among Luxury Hotels and outpaced industry heavyweight and perennial leader, Ritz-Carlton. Rosewood customers rave about the employees and especially appreciate the friendly and respectful front desk staff. Rosewood has earned this praise despite a rapid pace of growth over the last three years, reflecting the strength of its product and brand. Kimpton Hotels won the Upscale segment and also posted the highest score (91.7) among all hotels in the industry. Overall, customer satisfaction with hotels is up slightly from last quarter but remains below last year�s levels. Also for the first time, Sun Country Airlines took the top spot in customer satisfaction among all airlines. �We think Sun Country is the best kept secret in the airline industry.� said Tom Petters, Chairman and CEO of Petters Group Worldwide, the company that recently acquired the airline. Sun Country Airlines is a low cost, low fare carrier based in St. Paul, MN, that flies to popular business and leisure destinations such as New York, Washington D.C., Los Angeles, Las Vegas as well as seasonally to Mexico and the Caribbean. Overall, customer satisfaction with all airlines is up slightly this year but remains well below last year�s levels. Among rental car companies, Enterprise continues
their industry dominance with overall satisfaction and loyalty scores widening
the gap over its competition. Customers continue to applaud the attitudes
of Enterprise personnel, ��these guys are incredibly courteous and friendly,�
but give only mixed reviews to their newly acquired Alamo and National
brands. Overall customer satisfaction with rental car companies is
up from last year and remains unchanged for 2007 despite rising fuel prices
and decreased availability of new rental vehicles.
3rd Quarter YTD Winners About MMHI Based on 35,000 customer interviews conducted each quarter, the Market Metrix Hospitality Index is the largest and most in-depth measure of hospitality company performance available today. These benchmarks, delivered through Customer Metrix, enable Market Metrix clients to compare their results to local competitors by zip code, city, state, region, country, and brand. The MMHI is also available by subscription. About Market Metrix With over 100 clients in 70 countries, Market Metrix has helped hospitality companies turn feedback into performance since 1996. Its flagship Customer Metrix and Employee Metrix suites provide multi-channel survey, analysis and service improvement tools and benchmarking data for the hospitality industry. |
Contact:
Mike Pharis
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