Source: Clarabridge (former Market Metrix)

Since 2001, the Market Metrix Hospitality Index (MMHI) has been the standard for hospitality customer satisfaction. The most in-depth and reliable data on hospitality performance available now includes guest feedback from around the world. The MMHI is now a global index that includes guest feedback for nearly 300 hotel and casino brands in 132 countries and more than 10,000 cities worldwide.

The MMHI Global is based on 40,000 guest surveys each quarter and includes over 100 performance measures. To ensure reliability, the respondents are drawn from premier panels around the globe. Results are available by property, brand, location (region, state/province and city) and hotel class. Satisfaction scores are presented along with detailed measures of the key sources of satisfaction and other essential metrics.

The first quarter results revealed fundamental differences between hospitality performance in the Americas, Europe and Asia Pacific. Overall, the Americas outscored Europe and Asia in customer satisfaction, Net Promoter score and value. But hotels in Europe took top honors for "Quality of Food and Beverage". Asian hotels scored higher for making guests feel "Pampered", "Elegant", "Sophisticated" and "Hip/Cool".

About Market Metrix

Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Powered by the industry’s most sophisticated customer analytics engine, Clarabridge collects and transforms all forms of customer feedback into intelligence, allowing businesses to activate the voice of the customer across the enterprise. Industry leaders including PetSmart, United Airlines, L’Oréal USA, Virgin Active, Rackspace, and ADP use Clarabridge insights to inform key business decisions. The result: happy, loyal customers.

Mike Waite
Market Metrix
+1 415 526 4646
Clarabridge (former Market Metrix)