SOURCE: Market Metrix

Market Metrix

July 11, 2012 09:00 ET

Market Metrix Unveils the First Global Hospitality Performance Index

Results Uncover Striking Differences in Global Hospitality Performance

SAN FRANCISCO, CA--(Marketwire - Jul 11, 2012) - Since 2001, the Market Metrix Hospitality Index (MMHI) has been the standard for hospitality customer satisfaction. The most in-depth and reliable data on hospitality performance available now includes guest feedback from around the world. The MMHI is now a global index that includes guest feedback for nearly 300 hotel and casino brands in 132 countries and more than 10,000 cities worldwide.

The MMHI Global is based on 40,000 guest surveys each quarter and includes over 100 performance measures. To ensure reliability, the respondents are drawn from premier panels around the globe. Results are available by property, brand, location (region, state/province and city) and hotel class. Satisfaction scores are presented along with detailed measures of the key sources of satisfaction and other essential metrics.

The first quarter results revealed fundamental differences between hospitality performance in the Americas, Europe and Asia Pacific. Overall, the Americas outscored Europe and Asia in customer satisfaction, Net Promoter score and value. But hotels in Europe took top honors for "Quality of Food and Beverage". Asian hotels scored higher for making guests feel "Pampered", "Elegant", "Sophisticated" and "Hip/Cool".

Market Metrix Hospitality Index - Global
Q1 2012
Region   Customer Satisfaction   Net Promoter   Value
Americas   84.5   31.9   82.6
Europe   80.8   11.7   77.8
Asia Pacific   79.5   6.9   74.7

About Market Metrix
Market Metrix provides the leading guest and employee feedback systems to the worldwide hospitality industry. Our products are used by more hospitality companies than any other, supporting thousands of businesses in 70+ countries. Market Metrix has been helping hospitality companies turn feedback into performance since 1996. For more information, visit

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