| MILWAUKEE, Aug. 21, 2000 - The American
Customer Satisfaction Index (ACSI) has issued a corrected score for Starwood
Hotels and Resorts, replacing an erroneous score published as part of the
first quarter 2000 ACSI report issued May 15, 2000. Starwood�s new
satisfaction score is 73 on a 0-100 scale.
New interview data were collected for Starwood after it was discovered
that the Days Inn group had been erroneously included in the database of
Starwood brands. Starwood consists of Westin, W Hotels, Sheraton,
St. Regis, Luxury Collection, and Four Points hotels.
This revision of the Starwood score has had no impact on the overall
hotel industry score, which remains the same as was reported on May 15,
2000. No other scores reported are affected by the change.
American Customer Satisfaction Index
for Hotel Industry
(0-100 scale)
|
Company
|
1994
|
1995
|
1996
|
1997
|
1998
|
1999
|
2000
|
% Chg
�99 - �00
|
| Hotel Industry |
75 |
73 |
72 |
71 |
71 |
72 |
72 |
0.0 |
| Hilton Hotels |
75 |
75 |
75 |
75 |
72 |
74 |
77 |
+4.1 |
| Hyatt |
76 |
75 |
77 |
77 |
75 |
73 |
74 |
+1.4 |
| Marriott International |
80 |
76 |
77 |
76 |
76 |
77 |
74 |
-3.9 |
| Starwood Hotels & Resorts Worldwide |
NM |
NM |
NM |
NM |
NM |
NM |
73 |
NR |
| All others |
nm |
73 |
71 |
71 |
70 |
71 |
72 |
+1.4 |
| Holiday Inn |
69 |
69 |
NM |
NM |
69 |
68 |
71 |
+4.4 |
| Ramada Inns |
70 |
69 |
70 |
64 |
67 |
67 |
69 |
+3.0 |
NM = Not measured individually
The American Customer Satisfaction Index is produced through a partnership
of the University of Michigan Business School, ASQ, and CFI Group.
The data collection for the Index is conducted by Market Strategies, Inc.,
a major corporate sponsor for the ACSI. |
. |
COMMENT FROM STARWOOD:
Starwood officials were shocked when they saw the ACSI index published
in May, and covered by many news outlets, that ranked Starwood last among
major hotel groups. Working closely with ACSI statisticians, they
uncovered the Days Inn issue.
"Our own research told a very different and much more positive story
than did the ACSI study, and we were concerned," said Rebecca Gillan, vice
president of market research. "We were actually relieved when
we discovered this database error-and we thank the ACSI for their cooperation
and quick response." |
|
