Our mission: To advance the science and practice of customer delight by turning customer and employee feedback into lasting and substantial performance improvements for our clients.
Market Metrix is the leader in feedback solutions for the hospitality industry, with more than 100 enterprise clients in 70 countries. Our clients include a broad range of companies from lodging, car rental, airlines, and allied fields. Anywhere high touch is critical to success, Market Metrix can help.
Market Metrix was founded in 1996 by Jonathan Barsky, Ph.D. and Lenny Nash to provide hospitality companies with better customer and employee satisfaction measurement programs and management tools. Since then, Market Metrix has earned a reputation for industry leading research and effectiveness for clients of all sizes.
Market Metrix solutions have changed the way businesses manage customer and employee relationships - combining breakthrough concepts and marketing research with leading-edge technology in order to leverage the economic benefits of customer loyalty and employee commitment. Our staff regularly publishes and speaks on advances in customer and employee loyalty.
For example, our innovative Loyalty Emotions™ measurement has helped many companies better connect with their customers.
Market Metrix recognizes the relationships between hiring the right people, supporting and monitoring them effectively, and customer satisfaction and loyalty. Satisfaction is largely influenced by the value of service provided to customers. Value is created by satisfied, loyal and productive employees. Our products, Customer Metrix™ and Employee Metrix™ , are designed to drive this value chain.
Our pioneering Market Metrix Hospitality Index™ (MMHI) is released quarterly and ranks over 250 lodging, car rental and airline brands on over 50 dimensions.
As you explore this site, we hope you get an insight into the depth of resources - people, knowledge, and capabilities - that we have committed to our clients and to the members of our team.