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Hotels Highest, Airlines Lowest in 4 Years |
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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.�
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 |
Contact:
Mike Pharis
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