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Rosewood Hotels and Sun Country Airlines Take
First Place Away from Industry Leaders

Market Metrix Announces Third Quarter 2007 Hospitality Index Results

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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.  
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Market Metrix Hospitality Index 2007
3rd Quarter YTD Winners
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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.  

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Contact:

Mike Pharis
Market Metrix
1-800-239-7515
http://www.marketmetrix.com

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Also See: It's Not Just About Winning - Improved Customer Service Pays off for Casinos; Market Metrix Introduces Customer Metrix 3.0 for Casinos - Web-Based Customer Feedback for Global Gaming Industry / September 2007
Market Metrix Unleashes Employee Metrix™ 2.0 - Web-Based Product Line for Hospitality Industry; Employees are central to delivering a superior customer experience / August 2007
Airlines and Luxury Hotels Disappoint: Customers Want More Comfort and Pampering; Market Metrix Announces Second Quarter 2007 Hospitality Index Results / August 2007
Hotels, Airlines at Opposite Ends of Satisfaction Scale: Hotels Highest, Airlines Lowest in 4 Years; Market Metrix First Quarter 2007 Hospitality Index Results / May 2007
Market Metrix Announces 2006 Hospitality Index Results; Drury Inns, JetBlue Airlines and Enterprise Rent-A-Car Win First Place 2006 Awards / February 2007
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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