Market Metrix’ Third Quarter 2010 Hospitality Index Results Put Outrigger at the top in all segments
Market Metrix Hospitality, the leading provider of customer and employee feedback and performance tools for the hospitality industry, recently released their Third Quarter 2010 Hospitality Index Results. With the top score of 92.3, Outrigger Hotels & Resorts was ranked number one in customer satisfaction across all travel and hospitality industry segments,including hotels, casinos, timeshare, websites, airlines, and car rental agencies.
According to Jonathan Barsky, Ph.D., co-founder and vice president of research for Market Metrix, “The staff of Outrigger Hotels has become a competitive advantage with service scores nearly 10 points higher than competitors. Outrigger outscored even luxury hotels with their team of friendly, attentive staff exceeding guest expectations more often than any other hotel chain with guest comments about their ‘fantastic staff’ who were ‘incredibly attentive to our needs, and went out of their way to make sure our stay was good.’”
“We are gratified with Outrigger’s number one MMHI ranking; credit for the outstanding results is due to our entire ‘ohana (family) and their dedication to delivering genuine island hospitality,” said Barry Wallace, executive vice president of hospitality services for Outrigger Enterprises Group. “Each and every employee takes pride in their work and they are the main reason that our guests keep coming back, year after year.
“Outrigger’s unique approach to customer service is rooted in understanding and celebrating the local culture, and this results in the highest levels of guest satisfaction in each of the destinations we are privileged to serve in the Hawaiian islands and the Asia Pacific region,” Mr. Wallace concluded.
The Market Metrix Hospitality Index (MMHI) is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in-depth consumer interviews. The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy. 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. For more information visit http://www.marketmetrix.com/hospitality.html.
