SOURCE: Market Metrix

Market Metrix

April 20, 2009 16:28 ET

Market Metrix Partners With Raffles Hotels & Resorts to Enhance Service Excellence

Legendary International Hotel Company Boosts Customer Intelligence to Enhance Service Delivery

SAN RAFAEL, CA--(Marketwire - April 20, 2009) - Market Metrix, LLC, providing the hospitality industry's leading customer-focused, business improvement platform, announced today that Raffles Hotels & Resorts, one of the world's most respected hotel companies, has chosen the Market Metrix's real-time satisfaction survey system to optimize the guest experience and improve loyalty and profitability.

Market Metrix technology and services are designed to derive actionable insights from customer feedback, improving loyalty and company financial results. These insights are integrated into the daily work flow of employees to create and build a customer-centric approach to service delivery.

Customer Metrix™ is directly supporting Raffles Hotels & Resort's culture of service excellence, embodied in their logo -- the Traveller's Palm. Guests provide feedback in their native language about their complete experience -- including lodging, spa, dining and entertainment options. The results provide managers with tools for immediate service recovery, a system to isolate and improve problem areas, and information to balance strict budget requirements with the impact on guest experience.

"Raffles is a timeless brand. Preserving and refining exceptional guest experiences, even in this difficult economic climate, is a central core of their culture. We are glad to play our part in that mission," said Robert Honeycutt, CEO of Market Metrix.

Also, because of the downturn, many hospitality companies are making cuts without understanding the impact on the guest. By analyzing guest satisfaction and resulting guest behavior patterns, Raffles Hotels & Resorts will have data for resource allocation and operational decisions that will have the greatest impact on guest loyalty.

About Market Metrix

Market Metrix is helping hospitality companies around the world succeed in the tough economy. With guest feedback collected 24/7/365, and built-in service recovery and investment decision support tools, we help clients save money and reduce risk of client defections. Based on award-winning research and breakthrough concepts, our SaaS-based products provide tools for increasing revenue and reducing staff turnover. 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 hospitality companies turn feedback into performance since 1996. For more information, visit

Contact Information

  • Contact:
    Mike Pharis
    Market Metrix
    Email Contact
    415-721-1300 x.315