Drury Hotels Rated #1 Overall 3rd Quarter in a Row!
Three times in a Row! Market Metrix Announces Drury Hotels #1 Overall 3rd Quarter 2006
Drury Hotels is the first hotel chain to win top honors in the Market Metrix Hospitality Index three quarters in a row! Thanks to all of our guests and hard working team members for helping us achieve this honor!
|Four Seasons Hotels |
|Walt Disney World Resorts|
|Homewood Suites |
|Disney Vacation Club |
|Country Inn & Suites by Carlson|
|Wingate Inns |
- Drury Inns, Jet Blue Airlines and Enterprise Rent-A-Car
Win For Second Consecutive Quarter -
- Booming Generation Y: More emotional, less loyal -
SAN RAFAEL, Calif. - November 14, 2006 -- Market Metrix, LLC, the leading provider of market research services for the hospitality industry, today announced results of the Market Metrix Hospitality Index (MMHI) for the third quarter of 2006. Drury Inns, Jet Blue Airways and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively.
This is the third consecutive quarter that Drury Inns has won top honors in customer satisfaction for the hotel industry. With higher satisfaction scores than much pricier hotels, guests continue to rave about the personal treatment they experience. Jet Blue Airlines and Enterprise Rent-A-Car also continue their momentum after earning the top spot in their respective industries in Q2 2006.
Fickle Generation Y
This quarter, our research focused on the multigenerational traveler. More people from all age groups are traveling now than ever before. Attracting and satisfying the needs of each of these groups presents new challenges to conventional approaches. Born between 1977 and 1994, the Y generation is poised to become the largest consumer group in the history of the U.S. and, therefore, represents the future market for most consumer brands. But generation Y travelers are the least loyal to hotel brands compared to all other generational groups.
The Y generation - whose members have not yet hit 30 - is different from any that have come before. Based on results from 35,000 guests staying in a hotel during Q3 2006, Gen Y represents the least loyal, most emotional and least satisfied guests compared to all other generations. Their favorite mainstream brand is Holiday Inn Express but they also like unconventional brands such as W and Kimpton Hotels.
Successful Generation Y brands are typically perceived as hip and popular, but without the air of heavy commercialism. Also, Generation Y demographics show that Gen Y is more racially diverse, with one out of three members considering themselves non-Caucasian. As a result, customer service is defined differently by Gen Y. What an older customer sees as "attentive and responsive," a younger Gen Y may see as "tedious and unnecessary."
MMHI Top-Hospitality Rankings Q3 2006
Hotel - Overall
Four Seasons Hotels
Walt Disney World Resorts
Midscale w/ F&B
Red Lion Hotels & Inns
Midscale w/o &B
Microtel Inns & Suites
Disney Vacation Club
Hotel Reservations Website - Hotel Brand
Hotel Reservations Website - Travel
(w/o F&B = without food & beverage)
The Market Metrix Hospitality Index is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in-depth consumer interviews. The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy. Detailed, in-depth and customized reports are available for subscribers. No other customer satisfaction index offers MMHI's reporting frequency, volume of customer interviews, cross-industry results or innovative satisfaction measures.
About Market Metrix
Market Metrix, LLC was founded in 1996 to provide the hospitality industry with better customer and employee satisfaction measurement programs and management tools. In addition to MMHI, Market Metrix provides clients with award-winning survey systems and strategic services. For more information, log onto www.marketmetrix.com or call 1-800-239-7515.