| SAN RAFAEL, Calif. � November 22, 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 third quarter of this year. W Hotels, JetBlue Airways and
Avis Rent A Car ranked number one in hotel, airline and rental car industry
customer satisfaction, respectively.
Overall satisfaction was mixed for hotels and
car rental companies; but ratings among airlines improved for the third
successive quarter. This adds fuel to what experts are anticipating
-- an almost unprecedented boom in the airline industry -- with new planes,
better business models and huge growth in new markets.
The international component of the Hospitality
Index offers a fascinating glimpse into how countries, hotel brands, and
guests differ across the globe. Based on 10,000 guest interviews
of non-US hotel stays, here are highlights from the most recent survey
results.
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The top scoring international hotel brands were Fairmont
Hotels & Resorts, Four Seasons and The Ritz-Carlton (based on evaluations
of non-US hotel stays).
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Hotels in the Philippines, Brazil, and Greece are
delivering the highest levels of customer satisfaction. Guests staying
at hotels in Belgium, the Netherlands and England reported the lowest overall
customer satisfaction scores.
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Greece was the winning country in 10 categories.
For example, guests at Greek hotels reported feeling more �Comfortable�,
�Pampered�, �Elegant� and �Hip/cool� compared to guest evaluations from
other countries.
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Among all countries, guests staying in Scottish hotels
reported feeling the least �Comfortable�. Hotels in Scotland also
received the lowest scores for �Value for price�, �Likely to return� and
�Likely to recommend�.
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Emotion scores (which correlate highly with loyalty)
were higher at international properties compared to US hotels. Compared
to US hotels, international hotels made their guests feel more �Pampered�,
�Elegant� and �Important�.
MMHI Top-Hospitality Rankings
Q3 2005
| Hotel - Overall - W Hotels
Airline - JetBlue Airways
Car Rental - Avis
Luxury Hotels - W Hotels
Upper Upscale - Omni
Upscale Hotels - SpringHill
Suites
Midscale w/ F&B - Red Lion
Midscale w/o F&B - Drury
Inns
Economy Hotels - Jameson Inns
Extended-Stay Hotels - Candlewood
Upscale Casino - Bellagio
Casino - Atlantis Reno
Hotel Reservations Website � Hotel Brand
- Doubletree
Hotel Reservations Website � Travel
- Hotwire.com
(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 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 www.marketmetrix.com
or call 1-800-239-7515.
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