When it comes to improving loyalty and increasing referrals, it is all about providing guests with a great experience. For hotel brands serious about delighting their guests, maintaining satisfaction is a key initiative. According to the Market Metrix Hospitality Index (MMHI) Q2 2014 results, there are five hotel brands that do it better than everyone else.
Congratulations to Kimpton Hotels, Drury Hotels, Hyatt House, the Ritz-Carlton, and Hyatt Place for maintaining the top scores for the past four consecutive quarters and consistently setting the standard for customer satisfaction.
With a customer satisfaction score of 90, Kimpton achieved the highest mark for the most recent period, and continued to improve their score for the third quarter in a row. Their desire to engage guests on a deeper, more continuous level is supported by recent initiatives to strengthen the entire guest experience including a new loyalty program, ‘Kimpton Karma’, and ‘Life is Suite’ website redesign.
“This award and recognition belongs to all 8,600 Kimpton employees who make it their mission to take great care of our guests,” said Mike Depatie, president and CEO of Kimpton Hotels & Restaurants. “Their level of selflessness and empathy for our guests make them unique and special in any industry. I’m really pleased that our guests truly feel the love when staying at our properties. It makes doing what we love to do all the more gratifying.”
To find out which hotels have the highest customer satisfaction by region and segment, go to our interactive website.
