Market Metrix, LLC, the leading provider of market research services for the hospitality industry, today announced the 2006 annual results of the Market Metrix Hospitality Index (MMHI). Based on 140,000 consumer interviews conducted from January through December 2006, Drury Inns, JetBlue Airways and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively.
Compared to 2005, hotel customer satisfaction for 2006 was unchanged at 82.1, slightly below the pre-9/11 customer-satisfaction score of 83. For 2006 Drury Inns led the way, improving 2.3 points to 91, but most of the industry did not show improvement. The only segment to advance was Midscale with food and beverage (+.5 to 79.4) led by Clarion Hotels & Resorts (+.9 to 80.4) and Holiday Inn Select (+.7 to 79.9). The luxury segment showed the biggest decline (-.7 to 86.4) with W Hotels (down 3.5 to 85.7) posting the largest drop.
The airline industry dropped .7 points to 78.5, its lowest score since the industry was rocked by 9/11. As airlines continue to struggle with labor contracts, bankruptcies and higher fuel prices, consumers feel they are getting less for their money. Industry leader JetBlue still rules the industry at 89.1. Spirit Airlines made the industry's biggest jump, improving nearly 6.1 to 81.6. Northwest Airlines, on the other hand, dropped 1.1 to 70.9, taking last place in the industry as it struggles with strikes and a Chapter 11 filing.


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