SOURCE: Market Metrix

Market Metrix

April 13, 2009 12:42 ET

Mohegan Sun Selects Market Metrix for Customer Feedback Solutions

One of the Largest Native American Casinos in the World Focuses on Customer Insight to Succeed in the Tough Economy

SAN RAFAEL, CA--(Marketwire - April 13, 2009) - Market Metrix, LLC, the leading provider of feedback and performance tools for the hospitality industry, announced today that Mohegan Sun, one of the world's largest and most respected gaming and entertainment destinations, has chosen the company's real-time satisfaction survey system to optimize the guest experience and improve loyalty and profitability.

Customer Metrix™ is enabling Mohegan Sun to survey guests about their complete experience -- including casino, lodging, 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.

"With Market Metrix's powerful online system and support team, we will obtain deeper insights into the casino experience of our guests and enable us to act on the information in a timely manner," said Mitchell Etess, Mohegan Sun's President and Chief Executive Officer. "We selected Market Metrix due to their significant casino experience, industry specific platform, and the talent of their team."

"In this difficult economic climate, cultivating a sustainable and profitable customer base is the most cost-effective way to grow a hospitality business," said Robert Honeycutt, CEO of Market Metrix. "We look forward to helping Mohegan Sun create loyal customers and strategies that will position the company well through the current downturn and poise them for increased market share when spending resumes."

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, Mohegan Sun will have data for resource allocation and operational decisions that will have the greatest impact on guest loyalty.


Mohegan Sun also selected Market Metrix for the company's benchmarking database, known as the Market Metrix Hospitality Index (MMHI), the largest, most in-depth performance comparison of hospitality brands, including vacation-ownership segmentation. The MMHI enables Mohegan Sun to see how it scores in more than 80 categories relative to competitors. The MMHI has been tracking the casino industry for nearly ten years.

About Mohegan Sun

Mohegan Sun, owned by the Mohegan Tribe, is one of the largest, most distinctive and spectacular entertainment, gaming, shopping and meeting destinations in the United States. Situated on 240 acres along the Thames River in scenic southeastern Connecticut, Mohegan Sun is within easy access of New York, Boston, Hartford and Providence and located 15 minutes from the museums, antique shops and waterfront of Mystic Country. More information is available by calling 1.888.226.7711 or visiting

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 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

Contact Information

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    Michael Pharis
    Market Metrix
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    415-721.1300 x315