Market Metrix Selected to Measure Feedback, Enhance Guest Loyalty for Kimpton

Market Metrix Groundbreaking Emotions Research Key to Kimpton Decision

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. October 14, 2008

SAN RAFAEL, CA, September 24, 2008. Market Metrix, LLC, the leading provider of customer and employee feedback and performance tools for the hospitality and travel industry, announced today that leading boutique brand, Kimpton Hotels & Restaurants, has chosen the company's real-time customer satisfaction survey system. Especially important to Kimpton is Market Metrix's breakthrough research on Loyalty EmotionsTM, which tracks how a guest's emotional connection to a hotel translates into loyal behavior, including how specific emotions impact willingness to "return and recommend."

"As the leader in the fast-growing boutique/lifestyle hotel segment, Kimpton looked carefully at several companies to help us measure and use guest feedback. We didn't want just a vendor to set up surveys, we wanted the experts - a company and people with experience and knowledge to help us drive guest loyalty through satisfaction and emotional connectedness," said Natalie White, Vice President of Customer Marketing and Relationships for Kimpton. "We are pleased to be working with Market Metrix, a company with industry focus and thought leadership that can deliver on all these fronts."

The companies started partnering in 2005, when Kimpton retained Market Metrix to help increase employee engagement. "Kimpton believes employee satisfaction is the lynchpin of delivering not only exemplary service, but also customer care and comfort," said White. "Market Metrix has helped us do a better job of engaging our employees and that track record led us to choose the company as our customer feedback partner." Kimpton plans to maximize use of Market Metrix for both products - Customer MetrixTM and Employee MetrixTM -- as a way of leveraging the relationship between an engaged workforce and customer satisfaction.

"As we've been doing on the employee side for several years, Market Metrix will arm Kimpton executives with the intelligence and tools to make decisions that will increase guest loyalty and translate into immediate and measurable improvements in performance and profitability," said Market Metrix CEO Robert Honeycutt. "We have seen that a five percent increase in customer loyalty yields a 20 to 80 percent increase in profit. Especially in a recessionary climate, more than ever, premier hospitality companies like Kimpton are increasing efforts to cultivate and maintain loyal customers as a means to not just survive the downturn, but emerge with even more market share."

Trend-Setting Loyalty Program

Kimpton's brand promise includes personalized care and comfort, as well as a distinct personality at each property that includes a unique location, history and architectural style. The company takes pride in its special lifestyle programs that include in-room spa treatments, pet-friendly programs and services for the unique travel needs of women.

"We want to add value to our loyalty program, which is different from most - it's not about points, but about personalization, surprise and delights," said White. "Every hotel provides service, but at Kimpton we provide care. With intelligence we gain from Market Metrix's products and services, we will take that care to the next level, creating emotional connections and personal experiences that guests won't get anywhere else."