Hotel Online
News for the Hospitality Executive

 

Q2 Market Metrix Hospitality Index (MMHI) Results Indicate
Lower Hotel Customer Satisfaction World-Wide, More Price-Sensitive Guests

  
LARKSPUR, Calif. – September 10, 2012 --  Guest satisfaction for hotels was down in every region of the globe during the second quarter of 2012, according to the Market Metrix Hospitality Index (MMHI).  The measure of perceived value for price paid, also declined in the second quarter.  This appears to have made guests more price sensitive in the Americas and Asia where the incremental amount they would be willing to pay before switching brands declined compared to the first quarter of this year.
 
“The industry is gaining strength. You can see average daily rate and occupancy going up in many regions of the world. But although demand is strong, hotels’ ability to service that demand continues to be restrained by economic uncertainty,” reported Dr. Jonathan Barsky, Chief Research Officer at Market Metrix.
 
MMHI data also indicated that hotels are catering to their best customers by making it easier for loyalty club members to redeem points.  Satisfaction with loyalty clubs increased significantly in the second quarter, especially in Asia where it rose eight percentage points. “The majority of this increase is probably attributable to the ease with which loyalty club points can be redeemed,” he said. “This is because market conditions are still very competitive and hospitality companies are aggressively protecting their most valuable guests. They need to do everything they can to take care of their best customers.”

Global Trends Table
 

Market Metrix Hospitality Index - Global

Q2 2012

Region

Customer Satisfaction

Change

Net Promoter

Change

Price Premium

Change

Value

Change

Americas

84.4

-0.1

33.2

+1.3

2.2%

-2.70

81.8

-0.8

Europe

80.7

-0.1

13.3

+1.6

12.0%

+6.4

77.4

-0.4

Asia Pacific

79.4

-0.1

7.2

+0.7

8.2%

-1.20

74.1

-0.6

 

Performance by industry segment
 
The Ritz-Carlton received the highest customer satisfaction score (91.9) for Luxury class hotels, and outscored competitors in every other price segment. Drury Hotels won the Upper Midscale segment with a 91.2, and for the second quarter in a row beat more expensive hotels in every category except Luxury.
 
Americas Winners Table

 

Market Metrix Hospitality Index

Americas:  Q2 2012

SEGMENT

WINNER



Hotels

 

Satisfaction

Change

Luxury

Ritz-Carlton

91.9

-1.2

Upper Upscale

Kimpton

90.0

-0.7

Upscale

Hyatt House

90.2

+1.8

Upper Midscale

Drury Hotels

91.2

+0.1

Midscale

Wingate By Wyndham

86.4

-1.6

Economy

InTown Suites

84.6

+4.2

Casinos:  Hotel Experience

 

 

Casino

MontBleu

89.3

-0.6

Casinos:  Gaming Experience

 

 

Casino

Bellagio

85.9

-1.0

 

About Market Metrix
Market Metrix is the leading provider of customer and employee feedback solutions for hospitality companies around the globe.  By connecting feedback with revenue, Market Metrix helps hospitality businesses make smart investment decisions that both improve the guest experience and produce higher profits.  Real-time feedback and action management drive timely service recovery, turning potential negative reviews into online raves.  And no other feedback program offers the detailed global benchmarking of MMHI, allowing clients to spot gaps and opportunities in the context of key competitors.  Market Metrix is essential to more than 14,000 businesses in over 70 countries, and has been helping forward-thinking executives profit from feedback since 1996. For more information, visit www.marketmetrix.com.
.
Contact: 

Mike Waite
mwaite@marketmetrix.com
+1 415 526 4646


.
Receive Your Hospitality Industry Headlines via Email for Free! Subscribe Here

To Learn More About Your News Being Published on Hotel-Online Inquire Here
 
Also See: Oberoi Hotels & Resorts Rated #1 In Guest Satisfaction For 2011; Rebounding Economy Boosts Customer Service Levels Across Industry; Market Metrix Announces Annual 2011 Hospitality Index Results / March 2012

Peninsula Hotels Rated #1 in Guest Satisfaction For Q3 2011; Price Sensitivity of Guests on the Rise, Especially for Casinos and Luxury Hotels; Market Metrix Announces Third Quarter 2011 Hospitality Index Results / November 2011

Market Metrix Announces Second Quarter 2011 Hospitality Index Results; Jumeirah Hotels & Resorts Rated #1 in Guest Satisfaction for Q2 2011; More Guests Joining and Using Hotel Loyalty Programs, Especially 'Elite' Levels / August 2011

Starwood's The Luxury Collection Rated #1 In Guest Satisfaction For Q1 2011 Caesars Palace Las Vegas Provides Best "Casino Experience"; Market Metrix Announces First Quarter 2011 Hospitality Index Results / June 2011

Upscale Hotels Deliver Best Value; Sandals Resorts Rated #1 In Guest Satisfaction For 2010: Market Metrix Announces Annual 2010 Hospitality Index Results / February 2011

Market Metrix Announces Third Quarter 2010 Hospitality Index Results; Meeting & event satisfaction improves at Casinos: Outrigger Hotels and Resorts shine, outpace luxury hotels / November 2010

Hotel Satisfaction Takes Off, Airline Satisfaction Plummets; Drury Hotels Rated #1 in Guest Satisfaction / Market Metrix Announces First Quarter 2010 Hospitality Index Results / May 2010

Hotel Satisfaction Takes Off, Airline Satisfaction Plummets; Drury Hotels Rated #1 in Guest Satisfaction / Market Metrix Announces First Quarter 2010 Hospitality Index Results / May 2010

Loyalty Programs Deliver More Hotel Guests; Oberoi Hotels and Resorts Rated #1 in Guest Satisfaction for 2009 --Market Metrix Announces Annual 2009 Hospitality Index Results / February 2010
.

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

Home | Welcome| Hospitality News
| Industry Resources

Please contact Hotel.Online with your comments and suggestions.

Ritz-Carlton
Walt Disney World Resorts
Hyatt Place
Red Lion Hotels
Drury Inns
Microtel Inns
The Venetian
Orleans

Residence Inn
Hotwire.com
JetBlue
Car Rental
Enterprise
Timeshare
Disney Vacation Club