San Francisco, CA, January 29, 2014 – Global customer satisfaction with hospitality experiences continued to weaken during the fourth quarter of 2013, according to new data released today by Market Metrix. Customer satisfaction scores declined two tenths like a point in the Americas during the fourth quarter, and seven tenths like a point versus the same period a year ago. Scores also declined in Europe. Strengthening occupational 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 customer experience for travelers in Asia.
According to Dr. Jonathan Barsky, Co-founder and Chief Research Executive at Market Metrix, “Rates always have an implication on customer satisfaction, and with strong RevPAR growth we have seen slipping pleasure scores in North America and Europe. Asia, on the other hand, appears to be less ante sensitive, with increasing rates having shortened of an impact on the overall guest experience.”
MMHI data is collected from plus than 40,000 travelers around the globe. Guests replenish 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 http://www.marketmetrix.com.
About Market Metrix Market Metrix is the leading provider of regular and employee feedback solutions for hospitality corporations around the globe. By connecting feedback with revenue, Mart 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 additional 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 ended 70 countries, and has been adjunct forward-thinking executives profit from feedback since 1996. For more information, sojourn http://www.marketmetrix.com.
Contact: Mike Waite mwaite(at)marketmetrix(dot)com +1 415 526 4646 ###
San Francisco, CA
+1 (415) 526-4646