Market Metrix Announces Drury Hotels #1 Overall in 1st Quarter 2008
On the heels of summer travel kicking off, the Market Metrix Hospitality Index has been released and again Drury Hotels was ranked number one in customer satisfaction among Midscale Hotels without Food & Beverages. "We are very pleased to see that Market Metrix has rated our brand so highly once again," said Chuck Drury, President & CEO of Drury Hotels. "New Drury Hotels have recently opened in St. Louis, San Antonio and Flagstaff, and we are grateful to be our guests' first choice."
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-- Market Metrix Announces First Quarter 2008 Hospitality Index Results --
SAN RAFAEL, Calif. – May 20, 2008 -- Despite the current downturn in the U.S. economy that includes a drop in overall hotel occupancy and revenue growth, luxury hotels continue to show strength, according to the most recent results of the Market Metrix Hospitality Index (MMHI) for the first quarter of 2008. Despite price increases, customer satisfaction with these high-priced hotels is up for the first quarter, out-performing all other segments. Other indicators are positive for luxury hotels – reduced price sensitivity and improved perceptions of value – underscoring the strength of this segment. The luxury brands showing the biggest gains in the MMHI were Starwood’s The Luxury Collection (+3.7), Grand Hyatt (+3.6), and Intercontinental (+2.7).
Customer satisfaction for all hotels is up slightly (+.2 to 82) compared to 2007. This is good news and surprising given the current economic pressures to reduce hotel staff and services.
More Bad News for Airlines
The bad news continues for airlines, as well as the industry’s consumers. Customer satisfaction with airlines declined by .7 percent, falling to an all time low (73.3) since the MMHI began tracking the industry in 2001. While airlines continue to struggle with higher fuel prices, flight delays, labor contracts and crowded planes, consumers feel they are getting less for their money. Midwest Airlines, one of the few bright spots, earned the highest score in customer satisfaction among all airlines in the first quarter.
Other MMHI Results Include Top Scoring Kimpton Hotels
Kimpton Hotels posted the highest score (92.3) among all hotels in the industry. Kimpton’s unique collection of boutique hotels continues to outscore higher priced luxury hotel chains such as The Ritz-Carlton, Four Seasons and Fairmont Hotels.
Among rental car companies, Enterprise continues their superior performance with the highest customer satisfaction score in the industry (81.9). But for the first time, National (80.8) and Thrifty (80.7) are not far behind. In fact, the entire rental car industry is very tightly clustered, indicating that customers do not see much difference among the brands. Overall, car rental companies posted a decline in customer satisfaction of .1.
Based on 35,000 customer interviews conducted each quarter, the Market Metrix Hospitality Index (MMHI) is the largest and most in-depth measure of hospitality company performance available today. These benchmarks, delivered through our flagship product Customer Metrix™, enable Market Metrix clients to compare their results to competitors by STAR segment, AAA classification, Brand, SMSA, industry averages, performers in the top 10% and other classifications. The MMHI is also available by Subscription.
About Market Metrix
Market Metrix helps hospitality companies around the world foster loyal customers and engaged employees. Based on award-winning research and breakthrough concepts, our products deliver instant survey results, analysis and management tools for increasing revenue and reducing staff turnover. Our benchmarking database, MMHI, is the most comprehensive, independent comparison of consumer brand satisfaction in the industry. Our annual MMHI Awards are coveted by lodging and travel enterprises around the world. With clients that include more than 120 brands across 70 countries, Market Metrix has been helping leading hospitality companies turn feedback into performance since 1996. For more information, visit www.marketmetrix.com.