Drury Hotels Tops Market Metrix Global Hotel Customer Satisfaction Ranking
St. Louis-based Hotel Company Wins Top Ranking Over Ritz-Carlton, Four Seasons and Other Luxury Hotel Brands
ST. LOUIS (Jan. 30, 2013): Drury Hotels today announced that it posted the highest customer satisfaction score for 2012, based on global results from the Market Metrix Hospitality Index (MMHI). Drury’s MMHI satisfaction rating of 90.9 was the highest of any hotel brand in the world including luxury brands such as Ritz-Carlton and Four Seasons.
MMHI data is collected from more than 40,000 travelers around the globe each quarter. Guests provide more than 200 details about their most recent hotel and casino experiences. The MMHI customer satisfaction score is based on the average rating of 14 product and service questions that are highly correlated with guest loyalty and recommendations.
“Ranking No. 1 in customer satisfaction is a huge honor for Drury Hotels and for every member of the Drury team,” said Chuck Drury, president and chief executive officer of Drury Hotels. “Giving our guests a great experience was our commitment when we opened the first Drury Hotel nearly 40 years ago, and we’ve never wavered from that commitment.”
Based on MMHI data, Drury service outscored the average hotel company in the Americas by 10 points.
The 2012 Top 10 Brands by Customer Satisfaction – Americas is as follows.
1. Drury Hotels Upper Midscale 90.9
2. Ritz-Carlton Luxury 90.4
3. JW Marriott Luxury 89.5
4. TownePlace Suites Upper Midscale 89.2
5. Hard Rock Upper Upscale 89.1
6. Walt Disney World Resorts Upscale 88.7
7. Fairmont Luxury 88.6
8. Four Seasons Luxury 88.4
9. Kimpton Upper Upscale 88.3
10. Renaissance Upper Upscale 88.2
Drury guests experience many free amenities, including free hot breakfast, free cold beverage and hot food at the 5:30 Kickback®, free popcorn and soda in the lobby, free wireless Internet and free long distance and local calls. These inclusive amenities support the brand’s tagline, The Extras Aren’t Extra.
Drury Hotels was recently recognized by J.D. Power and Associates for ranking “Highest in Guest Satisfaction Among Mid-Scale Limited Service Hotel Chains, Seven Years in a Row” in the firm’s 2012 North American Hotel Guest Satisfaction Index Studysm.
Drury Hotels is a St. Louis-based, family-owned and operated hotel system with more than 130 hotels in 20 states from Arizona to the Carolinas and from Texas to Michigan. Brands include Drury Inn & Suites, Drury Inn, Drury Plaza Hotels, Drury Suites, Pear Tree Inn by Drury, as well as other hotels in the mid-priced hotel segment.
About Market Metrix
Market Metrix is the leading provider of customer and employee feedback solutions for hospitality companies around the globe. By connecting feedback with revenue, Market Metrix helps hospitality businesses make smart investment decisions that both improve the guest experience and produce higher profits. Real-time feedback and action management drive timely service recovery, turning potential negative reviews into online raves. And no other feedback program offers the detailed global benchmarking of MMHI, allowing clients to spot gaps and opportunities in the context of key competitors. Market Metrix is essential to more than 14,000 businesses in over 70 countries, and has been helping forward-thinking executives profit from feedback since 1996.
SOURCE: Drury Hotels