Airlines and Luxury Hotels Disappoint: Customers Want More Comfort and Pampering
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Airlines and Luxury Hotels Disappoint: Customers Want More Comfort and Pampering
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Category: Worldwide
This is a press release selected by our editorial committee and published online for free on 2007-08-22
Market Metrix, LLC, the leading provider of customer and employee feedback and performance tools for the hospitality industry, today announced results of the Market Metrix Hospitality Index (MMHI) for the second quarter of 2007. Walt Disney World Resorts, Midwest Airlines and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively.
Although there was a small decrease (-.1) reported in the second quarter of 2007, customer satisfaction levels in the lodging industry are at positive record levels with a recent high score of 82.7 in the first quarter of 2007. This high level of customer satisfaction comes even as the lodging industry has reduced the number of employees per available and occupied room and while other industries, such as airlines, have experienced declines.
Among hotels, the Upscale and Timeshare segments are performing best with customer satisfaction results for 2007 significantly ahead of 2006. The brands in these segments showing the biggest improvement this year compared to 2006 include Homewood Suites (Upscale) and Marriott Vacation Club (Timeshare). Luxury hotels, conversely, are showing declines compared to last year with Mandarin Oriental posting the biggest drop.
Airlines continue to receive record low customer scores with a dramatic increase in late arrivals making matters even worse. Satisfaction scores for most airlines are down this year (e.g., Allegiant Air -6.5, Spirit Airlines -3.3) with few exceptions (Hawaiian Airlines +3.5). Airline customers are feeling particularly less “Pampered” “Important” and “Comfortable” than they were last year.
The Car Rental segment was unchanged, but brand scores are very tightly bunched, unlike the airline and hotel industries. National Car Rental and Payless Car Rental have showed the biggest improvement this year while Alamo has dropped sharply compared to 2006.
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