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| MARKET METRIX LAUNCHES
HOSPITALITY’S MOST COMPREHENSIVE AND INNOVATIVE INDEX OF CUSTOMER
SATISFACTION
San Rafael, Calif., February 5, 2003 -- Market Metrix, LLC, the leading provider of market research services for the hospitality industry, today announced the launch of the Market Metrix Hospitality Index (MMHI), a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 30,000 in-depth consumer interviews. Each quarter, Market Metrix will announce top-ranked hospitality brands by industry and, for hotels, by specific category (see fourth quarter 2002 results below). 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. "Most reports begin and end with simple measures of customer satisfaction", says Jonathan Barsky, Ph.D., partner of Market Metrix. "We are pushing those traditional boundaries with groundbreaking research that is yielding new metrics to help executives better understand consumers’ hospitality-related attitudes and buying behavior." MMHI contains 135 hotel brands, 25 airlines and 11 car rental companies. The wealth of data is presented in an easy-to-use format, enabling subscribers to quickly identify trends and find best practices. Subscribers can measure their company’s stand-alone performance and dynamically benchmark their ratings against those of self-selected competitors and highly ranked companies within and across the other hospitality industries. Innovative Metrics In addition to standard measures of customer satisfaction, MMHI has pioneered several proprietary measures. Hospitality companies that provide Loyalty Emotions -- select emotional experiences for customers, such as "pampered", "relaxed" or "hip/cool", depending on category and niche -- obtain higher rates and can increase prices with fewer defections. Loyalty Program Strength measures the relative success of a company’s loyalty program compared to other programs in the industry. The Secure Customer measures a customer’s intent to return and likelihood of recommending the hospitality company, important indicators of satisfaction. "MMHI’s quarterly brand information and competitor comparisons have allowed us to make strategic business decisions that positively impact customer retention and expansion and, as a result, the bottom line," says Sharon Sanchez, executive vice president of operations for West Coast Hospitality Corporation. "The emotions, loyalty and other original measures are providing us with an unprecedented profile of our customers, enabling us to target them more effectively than ever before." MMHI Top-Ranked Hospitality Companies for Q3 and Q4 2002 Hotel
Market Metrix, LLC was founded in 1996 by partners Jonathan Barsky, Ph.D., and Lenny Nash 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. Market Metrix also operates the Consumer Research Center, which provides focus group facilities, data entry services and a state-of-the-art specialty call center. Based in San Rafael, Calif., Market Metrix is partner-owned and has 50 employees. For more information, log onto www.marketmetrix.com or call 1-800-239-7515. |