Market Metrix Announces Third Quarter 2005 Hospitality Index Results

Customer Satisfaction Higher at Non-US Hotels

• 
  SAVE
• 
  SHARE
• 
  TEXT SIZE
• 
  PRINT
• 
  COMMENT
• 
  PDF

. October 14, 2008

--Fairmont Hotels is Top International Chain--

--Airlines Gain For Third Consecutive Quarter--

-- Avis Wins #1 Car Rental Company For First Time--

SAN RAFAEL, CA, 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.

. The top scoring international hotel brands were Fairmont Hotels & Resorts, Four Seasons and The Ritz-Carlton (based on evaluations of non-US hotel stays).

. 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.

. 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.

. 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".

. 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.

Contact:

Krishna Amin

Market Metrix

tel 415-721-1300

fax 415-721-1314

http://www.marketmetrix.com