Advancing the Field

Market Metrix’s award-winning research efforts have pioneered a range of breakthroughs that are making a difference for our clients today.

Thought Leadership.

Research and data analysis is at the heart of what we do. Since 1995 we have been conducting research and publishing the latest thinking in the areas of hospitality-focused customer satisfaction and employee loyalty. Our staff has published over 100 industry papers and two books.

We continue to invest substantial resources on developing new insights, data, and products that will make a difference for our clients. To keep up with our latest developments, subscribe to our Newsletter by entering your email at the lower right of this page.

Real-world Results.

We don't stop at insights. We have delivered new models of satisfaction measurement and improved upon traditional survey methodology, improving response rate and reducing survey bias.  For example, our pioneering research on consumer emotions, Loyalty Emotions™, is utilized by many of the world's most admired companies and has been covered widely in the media, published in books, and in trade and academic journals.

Our proprietary hospitality-oriented metrics make results more meaningful to industry managers. Some of these include Loyalty Emotions™ , Brand Leakage, Price Premium, and Secure Customers.

Creative reporting systems in our flagship products Customer Metrix™ and Employee Metrix™, such as a self-analyzing report that isolates and prioritizes urgent issues, allows managers to spend more time managing and less time analyzing their results.

Industry data is a cornerstone of our offering. Market Metrix Hospitality Index™ is the largest and most in-depth database measuring customer perceptions available today. As a result, managers have the ability to compare their own results to local competitors by postal code, city, state, region, country, and brand.

We pride ourselves on being available to clients to help with novel problems and opportunities. Our knowledgeable account-dedicated analysts provide ongoing support through interpretation of results, advice, and custom research. This talented team includes persons from top schools with experience from leading consulting, software and hospitality firms.