They’re all the same to me

Market Metrix recently announced the results of their first quarter hospitality index. The index surveys customer satisfaction across the industry with various hotel groups, car hire companies and airlines. In the car rental industry, the Metrix found that customers noticed little difference in the offerings by various firms on the market.

It will come as little surprise to learn that customer satisfaction with airlines declined this quarter by 0.7 per cent bringing it to the lowest point measured since the survey began in 2001.

Enterprise earned the highest customer satisfaction score in the industry. In the field of car hire companies, however, National and Thrifty were not far behind. Results over the entire field varied very little, indicating that most consumers fail to see any remarkable difference between the brands on offer.

Overall, in the first quarter, customers were slightly less happy with the companies than they have been in the past, with a 0.1 per cent decline in customer satisfaction levels.

Market Metrix Hospitality Index (MMHI) is based on 35,000 interviews with customers in the hospitality industry every quarter. It is considered the most in-depth measurement of the performance of the industry currently available.

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