Market Metrix Announces Annual 2010 Hospitality Index Results
Customer satisfaction among hotels held its own during a tumultuous year (+.3 to 83.3). However, passenger satisfaction with airlines deteriorated (-1.7 to 77.0), and continued to decline among rental cars companies (-0.2 to 78.2). Sandals Resorts, British Airlines, and Enterprise Rent-A-Car ranked number one in hotel, airline, and rental car industry customer satisfaction, respectively in 2010.
Hotel operators continued to emphasize value for money as leverage in a weakened travel economy, competing on price promotions and perks. Price was most important to guests selecting ...