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2004 Hospitality Index Results - Four Seasons, Jet Blue Airways and Enterprise Rent-A-Car Take Top Industry Categories |
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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
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 http://www.marketmetrix.com
or call 1-800-239-7515.
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| Contact:
Sarah Conner
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