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 – Hotel Brand - Walt Disney World Resorts

    Hotel Reservations Website – 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).

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