Hotel Online  Special Report

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, 
Places Disney Vacation Clubs on Top -- 


SAN RAFAEL, Calif. – May 10, 2005 -- 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 first quarter of this year.  Ritz-Carlton, JetBlue Airways and Enterprise Rent-A-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively. 

For the first time since 9/11, in a year-over-year comparison, guest satisfaction was down or flat across all hotel segments except for Extended Stay.  The biggest losers were in the Casino and Luxury segments with drops of -2.3% and -0.9% respectively. 

Why the downturn?  Has the industry simply recovered to pre-9/11 levels and is now starting to flatten out?  Or, has the rather quick upturn in business caught hotels off-guard in terms of staffing and amenities?  Probably a combination… but other industries are also down in customer satisfaction. In the past six months, retail, financial services, and e-commerce all have received dramatically lower customer ratings according to the American Customer Satisfaction Index. 

For hotels, and especially companies and properties that are fighting to keep pace, continuing declines in customer satisfaction will further influence demand and consumer price tolerance.  Dissatisfied guests are more price sensitive and less likely to return.

Vacation Clubs

To recognize their continuing growth, Vacation Clubs was added as a new category in Q1 2005.  For Q1 2005, as a group, customer satisfaction with Vacation Clubs (87.4) was second only to the Extended Stay segment (87.9). 

The winner was Disney Vacation Club (92.1) followed by Trendwest Resorts (88.6).  Interestingly, vacation club travelers report feeling more ‘Practical’ (82.3) than Extended Stay customers (80.3) and more Welcome (90.5) than even Luxury (89.8) guests.

MMHI Top-Hospitality Rankings
Q1 2005
Hotel - Overall - Ritz-Carlton 

Airline - JetBlue Airways

Car Rental - Enterprise Rent-A-Car

Luxury Hotels - Ritz-Carlton

Upper Upscale - Kimpton Hotels

Upscale Hotels - SpringHill Suites

Midscale w/ F&B - Holiday Inn Select

Midscale w/o F&B - Wingate Inn

Economy Hotels - Jameson Inns

Extended-Stay Hotels - Homewood Suites

Vacation Clubs - Disney Vacation Club

Upscale Casino - Venetian

Casino - Rio

Hotel Reservations Website – Hotel Brand  - Sleep Inn

Hotel Reservations Website – Travel - Yahoo! Travel

(w/o F&B = without food & beverage)

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.

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.


Krishna Amin
Market Metrix
tel 415-721-1300
fax 415-721-1314

Also See: 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

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