SOURCE: Market Metrix

August 21, 2007 08:00 ET

Airlines and Luxury Hotels Disappoint: Customers Want More Comfort and Pampering

Market Metrix Announces Second Quarter 2007 Hospitality Index Results

SAN RAFAEL, CA--(Marketwire - August 21, 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 second quarter of 2007. Walt Disney World Resorts, Midwest Airlines and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively.

Although there was a small decrease (-.1) reported in the second quarter of 2007, customer satisfaction levels in the lodging industry are at positive record levels. This high level of customer satisfaction comes even as the lodging industry has reduced the number of employees per available and occupied room and while other industries, such as airlines, have experienced declines.

       Market Metrix Hospitality Index 2007 2nd Quarter YTD Winners

WINNER                                             SEGMENT

Ritz-Carlton                        88.2           Luxury
Walt Disney World Resorts           90.2           Upper Upscale
Homewood Suites                     89.4           Upscale
Holiday Inn SunSpree                83.8           Midscale w/ F&B
Drury Inns                          86.6           Midscale w/o F&B
Jameson Inns                        84.8           Economy

Wynn Las Vegas                      89.3           Upscale casino
Borgata Casino                      89.3           Casino

Web Sites
SpringHill Suites                   93.0           Hotel Brand Web Site
Priceline                           75.4           Hotel Travel Web Site

Midwest Airlines                    85.4           AIRLINE

Car Rental
Enterprise                          83.5           CAR RENTAL

Disney Vacation Club                89.5           Timeshare Accommodations

Among hotels, the Upscale and Timeshare segments are performing best with customer satisfaction results for 2007 significantly ahead of 2006. The brands in these segments showing the biggest improvement this year compared to 2006 include Homewood Suites (Upscale) and Marriott Vacation Club (Timeshare). Luxury hotels, conversely, are showing declines compared to last year with Mandarin Oriental posting the biggest drop.

Airlines continue to receive record low customer scores with a dramatic increase in late arrivals making matters even worse. Satisfaction scores for most airlines are down this year (e.g., Allegiant Air -6.5, Spirit Airlines -3.3) with few exceptions (Hawaiian Airlines +3.5). Airline customers are feeling particularly less "Pampered," "Important" and "Comfortable" than they were last year.

The Car Rental segment was unchanged, but brand scores are very tightly bunched, unlike the airline and hotel industries. National Car Rental and Payless Car Rental have showed the biggest improvement this year while Alamo has dropped sharply compared to 2006.

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.

Contact Information

  • Contact:
    Mike Pharis