|AGOURA HILLS, Calif., July 13, 1998 - The Ritz-Carlton
Hotel Company ranks above its peers according to the second annual J.D.
Power and Associates Meeting Planner Satisfaction Study. Ritz-Carlton,
which was the top-ranked hotel chain in last year's study, ranks highest
in each of the four phases of a meeting planner's experience: Sales process,
Pre-Event planning, Event and Post-Event follow-up. Of special significance
is Ritz-Carlton's attention to meeting planning details, understanding
of customer requirements and high frequency of follow-up communications
with meeting planners. These factors generally result in fewer event difficulties
The study results were released Sunday, July 12, during Meeting Professionals International 1998 Professional Education Conference-North America in San Diego, Calif. Levels of meeting planner satisfaction with the entire hotel industry improved over last year's study results as meeting planners will generate an estimated $82 billion in business over the next year on meetings and events. In addition to Ritz-Carlton, Marriott Hotels and Resorts, Hyatt Hotels and Sheraton Hotels and Resorts recorded improvement in meeting-planner satisfaction at higher levels than industry average.
"Today's meeting planners give repeat business to chains that deliver the highest levels of satisfaction," said Darlene Cassio, account director of the Travel Practice at J.D. Power and Associates. "Overall, these chains understand their customers' needs, have a spirit of teamwork and deliver exceptional service to meeting planners."
According to the study, the following factors are key elements in satisfying
meeting planners' expectations:
The J.D. Power and Associates 1998 Meeting Planner Satisfaction Study(SM) is funded independently by J.D. Power and Associates, an unbiased third party. The sample base includes professional meeting planners, executives, assistants and secretarial planners with an average of 10.2 years planning experience per respondent. On average, respondents planned 30 annual meetings at an average cost of $235,000 each. Overall, 2,095 meeting planners responded to the study.
J.D. Power and Associates is an international firm best known for its
marketing information services in key business sectors including market
research, forecasting and customer satisfaction. The firm's quality and
satisfaction measurements are based on actual customer responses from over
one million consumers annually. Headquartered in Agoura Hills, Calif.,
the firm also has U.S. offices in Torrance, Calif.; Michigan; and Connecticut.
International locations include Japan, Korea, United Kingdom, Canada and
Brazil. J.D. Power and Associates can be accessed through the World Wide
Web at www.jdpower.com. Media e-mail contact: [email protected]
This press release is provided for editorial use only. No advertising or
other promotional use can be made of the information in this release or
J.D. Power and Associates survey results without the express prior written
consent of J.D. Power and Associates.
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