Boutique US hotel brand, Kimpton Hotels & Restaurants, continues to deliver on its mission to be the best-loved hotel company. In Q3 2013, their customer satisfaction score of 89.1 topped the Market Metrix Hospitality Index (MMHI) charts earning them global honors. Q1 2014 results show that they have topped the charts again, this time earning a score of 89.4.
“It is so satisfying to see our commitment to our guests reflected in these scores,” commented Michael Depatie, CEO and President at Kimpton Hotels & Restaurants. “Our mission is to be the best loved hotel company, and we support that mission with technology and training. But ultimately we succeed because our people truly care for our guests and they’re empowered to do whatever they need to do to create a highly personal experience.”
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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