Who’s keeping the customer satisfied?
The latest Market Metrix Hospitality Index for Q4 2005 had one really big irony: Independence Air, which placed as the best airline in terms of customer satisfaction, went under last month after just a year and a half of operation. Being good just ain’t good enough these days. But Kimpton Hotels, the best-ranked hotel chain, has no such worries. From the press release:
- Overall satisfaction with hotels was mixed with more segments declining (Luxury -3.8; Upscale -.8; Midscale w/o F&B -1.9; Economy -.5 ) than improving (Upper Upscale +.6; Midscale w/ F&B +.9, Extended Stay +.7). Rental Cars showed improvement (+1.5) but Airlines edged slightly lower (-.3) for the quarter.
Hotel - Overall - Kimpton Hotels
Airline - Independence Air
Car Rental - Enterprise
Luxury Hotels - Four Seasons
Upper Upscale - Kimpton Hotels
Upscale Hotels - Hilton Garden Inn
Midscale w/ F&B - Holiday Inn Select
Midscale w/o F&B - Country Inns & Suites By Carlson
Economy Hotels - Microtel Inns & Suites
Extended-Stay Hotels - Homewood Suites
Vacation Clubs - Hilton Grand Vacation
Upscale Casino - Bellagio
Casino - Borgata Casino
Hotel Reservations Website â Hotel Brand - Walt Disney World Resorts
Hotel Reservations Website â Travel - Hotwire.com
They also asked who had the best room service (Four Seasons Hotels, Intercontinental, and Loews Hotels), restaurants (The Ritz-Carlton), and bars (W Hotels).
Related Topics: Hospitality news
