2005 Hospitality Index Results
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.
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
About Market Metrix
|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|
Metrix Second Quarter 2003 Hospitality Index Results -- Fairmont Hotels
& Resorts Improves
Satisfaction Score to Take Top Hotel Prize / Aug 2003