Hotel Online  Special Report

Market Metrix Announces Second Quarter
2004 Hospitality Index Results
Four Seasons, Jet Blue Airways and Enterprise Rent-A-Car
Take Top Industry Categories


New Proprietary Measure Reveals Customer Switching Habits

SAN RAFAEL, Calif., Aug. 10, 2004 - Market Metrix, LLC, the leading provider of market research services for the hospitality industry, today announced results of the Market Metrix Hospitality Index (MMHI) for the second quarter of 2004. Four Seasons, Jet Blue Airways and Enterprise Rent-A-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively.  Four Seasons returns as the top rated hotel brand in the country after falling in the rankings for the two previous quarters. Jet Blue and Enterprise have both won seven out of the last eight quarters in their industry categories.  First time winners include Executive Inn Hotels in the "Midscale with Food & Beverage Services" category and AmericInn in the "Economy" category.

"Leakage" Traces Customers' Tracks

Market Metrix developed the "brand leakage" concept to quantify and evaluate the brand switching habits of hotel customers.  The Company has integrated this important new measure into its quarterly MMHI report, enabling subscribers to track customers' travel activity over time, i.e., if they remain loyal, switch to another brand, or try another brand and then switch back.

"Knowing to which brands customers actually switch can offer valuable insight into keeping them from leaving in the first place," said Jonathan Barsky, Ph.D., Market Metrix co-founder and partner and University of San Francisco marketing professor.  For example, Best Western loses most of its defectors (9.2%) to Comfort Inn.  Hilton loses its biggest slice (10%) to Marriott and Hampton gives up 8.3% of its switchers to Best Western hotels.

"Armed with this information, brands can create marketing strategies to
re-capture lost customers, promotions to woo back defectors, and products and
services to specifically address competitor offerings," said Barsky.  "Knowing the sequence of brand choices that customers make can offer insight into where to build hotels, what brands to include in a portfolio, and what business affiliations would exploit these travel patterns."

MMHI Top-Hospitality Rankings Q2 2004

Hotel - Four Seasons Hotels

Airline - JetBlue Airways

Car Rental -  Enterprise Rent-A-Car

Luxury Hotels - Four Seasons Hotels

Upper Upscale Hotels - Walt Disney World Resorts

Upscale - SpringHill Suites

Midscale w/ Food&Beverage Services - Executive Inn Hotels

Midscale w/out Food&Beverage Services - Drury Inns

Economy Hotels - AmericInn

Extended-Stay Hotels -  Homewood Suites

Casino -  Rio

Upscale Casino - Bellagio

Hotel Reservations Website - Hotel Brand - Residence Inn By Marriott

Hotel Reservations Website - Travel -

About MMHI

The Market Metrix Hospitality Index is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in-depth consumer interviews. The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy.  Detailed, in-depth and customized reports are available for subscribers. No other customer satisfaction index offers MMHI's reporting frequency, volume of customer interviews, cross-industry results or innovative satisfaction measures.

The MMHI contains 135 hotel brands, 25 airlines and 11 car rental companies. The wealth of data is presented in an easy-to-use format, enabling subscribers to quickly identify trends and find best practices. Subscribers can measure their company's stand-alone performance and dynamically benchmark their ratings against those of self-selected competitors. In addition to standard measures of customer satisfaction, MMHI has pioneered several proprietary measures. Hospitality companies that provide Loyalty Emotions -- select emotional experiences for customers, such as "pampered," "relaxed" or "hip/cool," depending on category and niche -- obtain higher rates and can increase prices with fewer defections. Loyalty Program Strength measures the relative success of a company's loyalty program compared to other programs in the industry. The Secure Customer measures a customer's intent to return and likelihood of recommending the hospitality company, important indicators of satisfaction.

About Market Metrix

Market Metrix, LLC was founded in 1996 by partners Jonathan Barsky, Ph.D., and Lenny Nash to provide the hospitality industry with better customer and employee satisfaction measurement programs and management tools. In addition to MMHI, Market Metrix provides clients with award-winning survey systems and strategic services. Market Metrix also operates the Consumer Research Center, which provides focus group services, data entry services and a state-of-the-art specialty call center. Based in San Rafael, Calif., Market Metrix is partner-owned and has 50 employees. For more information, log onto or call 1-800-239-7515.


Sarah Conner
Market Metrix
tel 415-721-1300

Also See: 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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