|
Shell Vacations Hospitality Selects
Market Metrix for
Customer and Employee Feedback
Solutions
.
--Vacation Ownership Developer
Uses Intelligence to Yield Continuously Improving Satisfaction --
SAN RAFAEL, Calif. � Aug. 6, 2008 -- Market Metrix, LLC, the leading provider of feedback and performance tools for the hospitality industry, announced today that Shell Vacations Hospitality, one of the nation�s most respected resort management companies, has chosen the company�s real-time satisfaction survey system to optimize the guest experience and improve employee engagement. �Since initiating the Market Metrix program in February of this year, we�ve seen a consistent month-to-month increase in our satisfaction scores,� said Hedy D. Aguilera, Hospitality Project Manager with Shell Vacations Hospitality. �With the Market Metrix tools, we�ve obtained deeper insights into the resort experiences of our members, owners, exchangers and renters, by asking more specific questions that capture their needs and wants; we�re also able to act on the information in a timely manner.� In fact, in addition to seeing customer satisfaction scores rise, Shell Vacations Hospitality also has experienced a decrease in complaints and quicker resolution of guest problems. �The Service Manager feature of Customer Metrix has become an indispensible management tool. With instant electronic alerts, problems are being quickly resolved, often while the owner or guest is still on-site,� said Aguilera. �We credit our recent rise in customer satisfaction scores, at least in part, to this new ability to recover service errors in real-time.� �In this difficult economic climate, cultivating a sustainable and profitable customer base is the most cost-effective way to grow a hospitality business,� said Robert Honeycutt, CEO of Market Metrix. �We look forward to helping Shell Vacations Hospitality create loyal customers and an engaged workforce, strategies that will position the company well through the current downturn and poise them for increased market share when spending resumes.� Also, because of the downturn, many hospitality companies are making cuts without understanding the impact on the guest. By analyzing both guest and employee satisfaction, Shell Vacations Hospitality will have a complete picture for resource allocation and operational decisions that will have the greatest impact on guest loyalty. For example, Shell Vacations Hospitality has used the results to implement several employee training programs to target low-scoring service areas, resulting in visible and rapid improvements. MMHI
About Shell Vacations Hospitality
About Market Metrix
|
Contact:
Kristin Nash
|