The Market Metrix Value Chain establishes 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.

Customer Commitment
Leading hotel, airline and car rental companies rely on Market Metrix’s Customer Programs as a critical component of their operations and executive management. Market Metrix Customer Programs measure the complete customer relationship compared to competitors - touching on emotional connections, image awareness, and the sales, product, and service experience. Market Metrix Customer Programs integrate award-winning research and breakthrough technologies that enable organizations to provide rich, customized, continuous customer feedback to executives, managers, or any employee via the Web.

Employee Commitment
Companies are struggling to develop emotionally committed workforces who will remain more loyal and productive. Market Metrix’ rigorous research has identified the critical questions that measure hospitality employees’ commitment and the direct link to business outcomes. Each of the Market Metrix Employee Products utilize our industry leading research, advanced survey technology, online reporting and hospitality industry benchmark results.

Mystery Call Programs
Market Metrix Mystery Call Programs help companies effectively manage their telephone interactions with customers. Regular call audits, using established performance standards, provide accurate performance metrics and allow for timely identification of opportunities for improvement. Market Metrix Mystery Call Programs combine sophisticated technology, innovative reporting methods and online resources in a well-designed program that encourages service consistency and employee development.

All Call Programs are deployed from The Market Metrix Consumer Research Center (CRC), a state-of-the-art specialty call center dedicated to serving the hospitality industry. Our call center agents are selected and trained specifically for communicating with the special needs of hospitality consumers.

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