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Hotel Industry News |
Friday January 9th, 2009 |
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Customer Satisfaction - Drury Inns, Jet Blue Airlines and Enterprise Rent-A-Car Take Top Industry Categories |
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Market Metrix Announces Second Quarter 2006 Hospitality Index Results - Higher Priced Hotel Brands Get Boost In Loyalty From Online Booking |
Market Metrix, LLC, the leading provider of market research services for the hospitality industry, today announced results of the Market Metrix Hospitality Index (MMHI) for the second quarter of 2006. Drury Inns, JetBlue Airways and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively.
This is the second consecutive quarter that Drury Inns has won top honors in customer satisfaction for the hotel industry. With higher satisfaction scores than much pricier hotels, guests continue to rave about the personal treatment they experience. Jet Blue Airlines and Enterprise Rent-A-Car also continue their momentum after earning the top spot in their respective industries in Q1 2006.
Are "online customers" less loyal?
Online booking for hotels is increasing. In each of the past 6 years more people made hotel reservations through travel portals such as (e.g., Expedia, Travelocity, Hotels.com, etc.) or directly on hotel websites. But how is the rise of online booking impacting guest loyalty? Is the ease of comparing multiple brands and the convenience of booking online creating more demanding guests? Or has the Internet created more fickle guests who are becoming more impulsive in their decisions?
The good news is that despite the rise in online booking hotel customer loyalty is also increasing. But all hotels are not equal.
Among the largest hotel chains, there is a significant difference in loyalty between guests who book offline and those who book online. "Online bookers" tend to be more loyal among higher priced chains ($102 average rate) and less loyal among lower priced chains ($66 average rate).
Guests of higher priced hotel chains are more loyal regardless of how they book their reservations. But higher priced brands get an additional boost in loyalty from their online guests, with the opposite happening for lower priced brands. What explains this difference?
Perhaps people going to higher priced hotels (who tend to be more loyal) go straight for their favored brand online and, the ease of booking online simply adds to their satisfaction. Guests of lower priced brands (who are typically less loyal) that book online may be bargain hunters who are price sensitive and thus less loyal. An alternative explanation is that higher priced brands have more appealing loyalty programs or even online booking bonuses linked to their loyalty programs. So guests may go straight for their preferred brand because they really want the points.
MMHI Top-Hospitality Rankings Q2 2006
Hotel - Overall
Drury Inns
Airline
JetBlue
Car Rental
Enterprise
Luxury Hotels
Fairmont Hotels & Resorts
Upper Upscale
Walt Disney World Resorts
Upscale Hotels
Homewood Suites
Midscale w/ F&B
Best Western
Midscale w/o F&B
Drury Inns
Economy Hotels
Microtel Inns & Suites
Timeshare Accommodations
Disney Vacation Club
Upscale Casino
Bellagio
Casino
Harrah's
Hotel Reservations Website - Hotel Brand
Courtyard by Marriott
Hotel Reservations Website - Travel
Hotwire.com
(w/o F&B = without food & beverage)
About MMHI
The Market Metrix Hospitality Index is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in- depth consumer interviews. The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy. Detailed, in-depth and customized reports are available for subscribers. No other customer satisfaction index offers MMHI's reporting frequency, volume of customer interviews, cross-industry results or innovative satisfaction measures.
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Market Metrix, LLC was founded in 1996 by partners Jonathan Barsky, Ph.D., and Lenny Nash to provide the hospitality industry with better customer and employee satisfaction measurement programs and management tools. |
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