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Hotels, Airlines at Opposite Ends of Satisfaction Scale: 
Hotels Highest, Airlines Lowest in 4 Years

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-- Market Metrix Announces First Quarter 2007 Hospitality Index Results ---

SAN RAFAEL, Calif. � May 29, 2007 -- Market Metrix, LLC, the leading provider of customer and employee feedback and performance tools for the hospitality industry, today announced results of the Market Metrix Hospitality Index� (MMHI) for the first quarter of 2007.   While hotel guest satisfaction climbed to near record levels, airline passenger satisfaction tumbled to its lowest level in years.  Rental car scores were stable.

Overall, Walt Disney World Resorts, JetBlue Airways and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively. 

Satisfaction for the hotel industry reached its highest level in 3 years.  According to Dr. Jonathan Barsky, who directs research activities at Market Metrix, �Strong RevPar growth for the first three months of 2007 and investments in staffing, services and amenities, made a positive impact on the guest experience in all hotel segments except Luxury, where satisfaction slumped to its lowest level in years.�  Upscale hotels saw the biggest improvement with Crowne Plaza up nearly 5 points compared to the last quarter of 2006. 

Airline passenger satisfaction dropped to its lowest level in 4 years with JetBlue Airways and Midwest Airlines showing the biggest declines.  Scores for Loyalty Emotions� (e.g., feeling welcome) among airline passengers also reached near-record lows.  Loyalty Emotions� evaluate critical elements of a passenger�s emotional experience and are fundamental components of customer satisfaction and loyalty.

According to Dr. Barsky, �The drop in passenger satisfaction reveals unprecedented angst among passengers which has been caused, in part, by disenchanted employees, increasing fuel costs, bankruptcy, and new record levels of lost, delayed, and damaged luggage.� 
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About MMHI

Based on 35,000 customer interviews conducted each quarter, the Market Metrix Hospitality Index� is the largest and most in-depth measure of hospitality company performance available today.  These benchmarks, delivered through Customer Metrix�, enable Market Metrix clients to compare their results to local competitors by zip code, city, state, region, country, and brand.  The MMHI is also available by subscription.

About Market Metrix

With over 100 clients in 70 countries, Market Metrix has helped hospitality companies turn feedback into performance since 1996.  Its flagship Customer Metrix� and Employee Metrix� suites provide multi-channel survey, analysis and service improvement tools and benchmarking data for the hospitality industry.  www.marketmetrix.com

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Contact:

Mike Pharis
Market Metrix
tel 415-721-1300
fax 415-721-1314
http://www.marketmetrix.com

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Also See: Market Metrix Announces 2006 Hospitality Index Results; Drury Inns, JetBlue Airlines and Enterprise Rent-A-Car Win First Place 2006 Awards / February 2007
Market Metrix Announces Third Quarter 2006 Hospitality Index Results; Drury Inns, JetBlue Airlines and Enterprise Rent-A-Car Win for Second Consecutive Quarter / November 2006
Market Metrix Announces Second Quarter 2006 Hospitality Index Results; Drury Inns Ranked Number 1 in Customer Satisfaction for the Hotel Industry / August 2006
Market Metrix Announces First Quarter 2006 Hospitality Index Results / Drury Inns Ranked Number 1 in Customer Satisfaction for the Hotel Industry / May 2006
Market Metrix Announces Fourth Quarter 2005 Hospitality Index Results; Kimpton Hotels Ranked Number One in Hotel Customer Satisfaction / February 2006
Market Metrix Announces Third Quarter 2005 Hospitality Index Results; W Hotels Ranked Number One in Hotel Customer Satisfaction / November 2005
Market Metrix Announces Second Quarter 2005 Hospitality Index Results; New measure of guest problems show that hotel staff have biggest impact on loyalty / August 2005
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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