Hotel Online  Special Report



..
 

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
Shell Vacations Hospitality also selected Market Metrix for the company’s benchmarking database, known as the Market Metrix Hospitality Index (MMHI), the largest, most in-depth performance comparison of hospitality brands, including vacation-ownership segmentation.  The MMHI enables Shell Vacations Hospitality to see how it scores in more than 80 categories relative to competitors.  The MMHI has been tracking the vacation-ownership industry for nearly ten years.  According to MMHI results for 2007, the vacation-ownership segment outperformed all other industry segments in overall customer satisfaction.  This is remarkable, considering the database includes the high-priced brands in the luxury and upscale casino segments.

About Shell Vacations Hospitality
Shell Vacations Hospitality manages a collection of 23 resorts, hotels and lodges ideal for family vacations, romantic getaways, retreats, reunions and business trips.  Visitors may stay at hotels and resorts in popular destinations in the U.S. and Canada and enjoy San Francisco’s arts district, lodge living in Whistler, Southwest-style casitas along the fairways of Arizona’s top-rated golf courses, lanais overlooking Hawaii’s pounding surf, and more.  Shell Vacations Hospitality is a subsidiary of Shell Vacations LLC, a premier developer of upscale vacation ownership resorts.  Visit www.ShellVacationsHospitality.com.

About Market Metrix
Market Metrix helps hospitality companies around the world foster loyal customers and engaged employees.  Based on award-winning research and breakthrough concepts, our products deliver instant survey results, analysis and management tools for increasing revenue and reducing staff turnover.  Our benchmarking database, MMHI, is the most comprehensive, independent comparison of consumer brand satisfaction in the industry.  Our annual MMHI Awards are coveted by lodging and travel enterprises around the world.  With clients that include more than 120 brands across 70 countries, Market Metrix has been helping leading hospitality companies turn feedback into performance since 1996.  For more information, visit www.marketmetrix.com.

.
Contact:

Kristin Nash
Market Metrix
knash@marketmetrix.com
415-302-7951
http://www.marketmetrix.com

.
Also See: Market Metrix Launches Employee Metrix Express™, an Affordable Alternative to Capture Feedback and Create an Engaged Workforce / July 2008
Market Metrix Selected to Measure Feedback and Help Maintain Rosewood Hotels & Resorts Distinct Ultra-luxury Guest Experience / May 2008
Luxury Hotels Buck Recession: Prices and Customer Satisfaction Are Up, Well-heeled Guests Still Willing to Pay More / Market Metrix First Quarter 2008 Hospitality Index Results / May 2008
Rosewood Hotels and Sun Country Airlines Take First Place Away from Industry Leaders; Market Metrix Announces Third Quarter 2007 Hospitality Index Results / November 2007
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


To search Hotel Online data base of News and Trends Go to Hotel.Online Search

Home | Welcome! | Hospitality News | Classifieds | Catalogs & Pricing | Viewpoint Forum | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.