SOURCE: Market Metrix

Market Metrix

September 06, 2012 14:23 ET

Q2 Market Metrix Hospitality Index (MMHI) Results Indicate Lower Hotel Customer Satisfaction World-Wide, More Price-Sensitive Guests

LARKSPUR, CA--(Marketwire - Sep 6, 2012) -  Guest satisfaction for hotels was down in every region of the globe during the second quarter of 2012, according to the Market Metrix Hospitality Index (MMHI). The measure of perceived value for price paid, also declined in the second quarter. This appears to have made guests more price sensitive in the Americas and Asia where the incremental amount they would be willing to pay before switching brands declined compared to the first quarter of this year.

"The industry is gaining strength. You can see average daily rate and occupancy going up in many regions of the world. But although demand is strong, hotels' ability to service that demand continues to be restrained by economic uncertainty," reported Dr. Jonathan Barsky, Chief Research Officer at Market Metrix.

MMHI data also indicated that hotels are catering to their best customers by making it easier for loyalty club members to redeem points. Satisfaction with loyalty clubs increased significantly in the second quarter, especially in Asia where it rose eight percentage points. "The majority of this increase is probably attributable to the ease with which loyalty club points can be redeemed," he said. "This is because market conditions are still very competitive and hospitality companies are aggressively protecting their most valuable guests. They need to do everything they can to take care of their best customers."

Global Trends Table

Market Metrix Hospitality Index - Global
Q2 2012
Region   Customer Satisfaction   Change   Net Promoter   Change   Price Premium   Change   Value   Change
Americas   84.4   -0.1   33.2   +1.3   2.2%   -2.70   81.8   -0.8
Europe   80.7   -0.1   13.3   +1.6   12.0%   +6.4   77.4   -0.4
Asia Pacific   79.4   -0.1   7.2   +0.7   8.2%   -1.20   74.1   -0.6

Performance by industry segment

The Ritz-Carlton received the highest customer satisfaction score (91.9) for Luxury class hotels, and outscored competitors in every other price segment. Drury Hotels won the Upper Midscale segment with a 91.2, and for the second quarter in a row beat more expensive hotels in every category except Luxury.

Americas Winners Table

Market Metrix Hospitality Index
Americas: Q2 2012
Hotels   Satisfaction Change
Luxury Ritz-Carlton 91.9 -1.2
Upper Upscale Kimpton 90.0 -0.7
Upscale Hyatt House 90.2 +1.8
Upper Midscale Drury Hotels 91.2 +0.1
Midscale Wingate By Wyndham 86.4 -1.6
Economy InTown Suites 84.6 +4.2
Casinos: Hotel Experience    
Casino MontBleu 89.3 -0.6
Casinos: Gaming Experience    
Casino Bellagio 85.9 -1.0

About Market Metrix
Market Metrix is the leading provider of customer and employee feedback solutions for hospitality companies around the globe. By connecting feedback with revenue, Market Metrix helps hospitality businesses make smart investment decisions that both improve the guest experience and produce higher profits. Real-time feedback and action management drive timely service recovery, turning potential negative reviews into online raves. And no other feedback program offers the detailed global benchmarking of MMHI, allowing clients to spot gaps and opportunities in the context of key competitors. Market Metrix is essential to more than 14,000 businesses in over 70 countries, and has been helping forward-thinking executives profit from feedback since 1996. For more information, visit

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