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Kimpton Hotels Outscore Industry Giants
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Market Metrix Announces 2007 Annual Hospitality Index Results

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2007 was kind to hotel guests, harsh on airline passengers

SAN RAFAEL, Calif. – January 31, 2008 -- Market Metrix, LLC, the leading provider of customer and employee feedback and performance tools for the hospitality industry, today announced annual results of the Market Metrix Hospitality Index (MMHI) for 2007.  Kimpton Hotels, Sun Country Airlines and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively. 

Overall, customer satisfaction with hotels finished the year (2007) with a slight increase (+.4) over the previous year (2006).  With all barometers increasing - satisfaction, average daily rates and occupancy, 2007 was a good year.

For 2007, Kimpton Hotels posted the highest score (90.6) among all hotels in the industry.  Their unique collection of boutique hotels not only topped their own upscale brand segment but also outscored legendary hotel chains such as The Ritz-Carlton, Four Seasons and Peninsula Hotels.  How is this possible?  Kimpton customers say that you can’t help but “feel the Kimpton style” with “incredibly comfortable bedding” and employees that have a “super attitude and really go out of their way to help you!”  The company is in the midst of an aggressive period of growth and expansion from entering new markets to developing concentrations of hotels in existing hubs.

Among most airlines, 2007 was a bad year for the customer.  In fact, customer satisfaction with airlines for 2007 (76) fell to the lowest recorded levels since the industry was rocked by 9/11.  As airlines continue to struggle with flight delays, labor contracts and higher fuel prices, consumers feel they are getting less for their money.  Sun Country, one of the few bright spots, earned the highest score in customer satisfaction among all airlines in 2007.  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 and Las Vegas, as well as seasonally to Mexico and the Caribbean.  

Satisfaction among car rental companies was up slightly for the year (+.75) despite rising fuel prices and decreased availability of new rental vehicles.  More refined customer and corporate information management and easy-to-use internet booking applications are two of the ways that technology is helping car rental companies deliver leading-edge service to their most valued customers.  Enterprise continues their industry dominance with overall satisfaction and loyalty scores well above its competitors.  The brands showing the biggest improvements in 2007 were Advantage (+2.9 to 79) and Payless (+2.0 to 77.1), while Alamo (-1.8 to 78.2) and Hertz (-0.7 to 79.7) reported the biggest declines.  

Market Metrix Hospitality Index 2007 Annual 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 competitors by STAR segment, AAA classification, Brand, SMSA, Industry averages, World Class (top 10%), and other classifications.   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: Rosewood Hotels and Sun Country Airlines Take First Place Away from Industry Leaders; Market Metrix Announces Third Quarter 2007 Hospitality Index Results / November 2007
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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