Established in 1996, Market Metrix customer programs have earned a reputation for delivering the most innovative, accurate and cost effective solutions in the hospitality industry.

Market Metrix Customer programs are unlike any other. Combining pioneering research and innovative technology, Market Metrix customer programs change the way hospitality companies manage their customer relationships.

The Market Metrix advantage is rooted in a powerful combination of best-practices research methodology, leading-edge technology, and an innovative suite of complementary products and services to drive ownership and accountability for the customer experience throughout your organization.

Our customer solutions go beyond traditional market research by enabling a complete cycle to occur: from feedback and analysis to action with immediate and quantifiable results. Through action management, Market Metrix customer solutions drive and coordinate both strategic and operational responses to feedback.

Leading hospitality companies around the globe rely on Market Metrix’s customer programs as a critical component of their daily operations and executive management.

This solution has been developed to uniquely meet the needs of:

• Airlines
• Car Rental Companies
• Casinos
• Hotels
• Resorts
• Vacation Clubs

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Latest Thinking

Please review some of our latest thinking on customer satisfaction.

		Problems with hotel staff lead to reduced loyalty of guests
		Hotel & Motel Management Hotel guests who report having a problem with a hotel staff member are 43 percentage points less likely to return to that hotel than guests who did not experience a problem. Problems with billing (35 percent) and food-and-beverage (34 percent) were the next most severe type of guest problems. While problems with a guestroom are the most common, guests are more forgiving about problems with the room, being only 28 percentage points less likely to return to that hotel. Ironically, a friendly staff member with a can-do attitude might have more impact on customer loyalty than an expensive room remodel. Read article >>
		Leakage Concept Traces Customers' Tracks To Other Hotels
		Hotel & Motel Management Market Metrix developed the "brand leakage" concept to quantify and evaluate the brand-switching habits of hotel customers. This critical measure is integrated within quarterly Market Metrix Hospitality Index reports, enabling subscribers to track customers' travel activity over time to see if they remain loyal, switch to another brand or try another brand and then switch back. Read article >>