Guest Satisfaction

Global Decline in Hotel Satisfaction

Global customer satisfaction with hospitality experiences continued to decline during the fourth quarter of 2013, according to new data released today by Market Metrix.

Market Metrix Customer satisfaction scores declined two tenths of a point in the Americas during the fourth quarter, and seven tenths of a point versus the same period a year ago. Scores also declined in Europe. Strengthening occupancy and higher prices during this period appear to be the likely reasons.

However, travelers in Asia are reporting higher satisfaction and greater perceived value. Satisfaction scores in the region increased 1.1 points in the fourth quarter. Strong improvements across a range of products and services have enhanced the guest experience for travelers in Asia.

According to Dr. Jonathan Barsky, Co-founder and Chief Research Officer at Market Metrix, “Rates always have an impact on customer satisfaction, and with strong RevPAR growth we have seen slipping satisfaction scores in North America and Europe.  Asia, on the other hand, appears to be less price sensitive, with increasing rates having less of an impact on the overall guest experience.”

Table Market Metrix Hospitality Index Q3 2013

Table Market Metrix Hospitality Index Q3 2013 by Brand Ranking

MMHI data is collected from more than 40,000 travelers around the globe. Guests provide over 200 details about their most recent hotel and casino experiences. The MMHI customer satisfaction score is based on the average rating of 14 product and service questions that are highly correlated with guest loyalty and recommendations. Shown is a summary of the top performers in the fourth quarter of 2013, globally and by region.  For more results from the Market Metrix Hospitality Index, visit www.marketmetrix.com.

 


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 www.marketmetrix.com.



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