Hotel Online  Special Report

Market Metrix Announces Second Quarter
2005 Hospitality Index Results
-- Customer Loyalty with hotels drops for first time since 9-11 --
-- New measure of guest problems show that hotel
staff have biggest impact on loyalty --


SAN RAFAEL, Calif. – August 4, 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 second 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. 

Following the first ever, year-over-year decline in hotel guest satisfaction, overall scores resumed their upward climb in the second quarter, increasing by a modest 0.1%.  However, Market Metrix results indicate a year-over-year decline in overall satisfaction (2003 vs. 2004) and a half-over-half decline (Jan-June 04 vs. Jan-June 05).  

These results may help to explain the surprise drop in hotel guest loyalty.  This is the first quarter in the past several years that self-reported loyalty for hotels has declined.  This is confirmed by an increase (Q1-05 vs. Q2-05) in staff related problems -- problems with hotel staff have biggest impact on loyalty.

On a year-over-year basis, the decline in hotel guest loyalty is broad-based with the biggest decline in loyalty occurring among luxury guests (-10.8%) followed by Casino (-5.2%) and Economy segment guests (-4.4%).  Recent declines in customer satisfaction may have played a role in this outcome.  

Other highlights from this quarter’s results include:

  • Customer Satisfaction in the Extended Stay segment plummeted 2.71% year-over-year. This is their lowest level ever (82.9).
  • Problems with hotel staff are the most severe and lead to reduced loyalty of guests.  Hotel guests who report having a problem with a hotel staff member are 43 percentage points less likely to return to that hotel than guests who did not experience a problem. 
  • Women business travelers have the most problems (17.6 percent), much more than their male counterparts (12.4 percent).  Most likely to report a problem: 40-something female traveling for business.

MMHI Top-Hospitality Rankings
Q2 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  -  Clarion

Midscale w/o F&B  -  Drury Inns

Economy Hotels  -  Jameson Inns

Extended-Stay Hotels  -  Homewood Suites

Vacation Clubs  -  Disney Vacation Club

Upscale Casino  -  Bellagio

Casino  -  Atlantis Reno

Hotel Reservations Website – Hotel Brand  -  Hampton Suites 

Hotel Reservations Website – Travel  -

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

MMHI Overview - 
April 2005 to June 2005
The top 10 numbers are highlighted in blue


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 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. 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 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 / May 2005
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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