In the last 12 months, European Hotel brands didn't crack the top five in overall guest satisfaction. But during the most recent quarter, European hotel brands surged to the top of the list. In fact, three of the top four satisfaction scores globally were earned by hotel brands in Europe (Rica Hotel at 90.7, Scandic Hotel at 90.4 and Tulip Inn at 90.1). It is time to make way for EMEA.
How did European brands catapult to the top? By combining value with well-chosen improvements. Rica Hotels, Scandic Hotels and Tulip Inn all have made news with new offerings that are particularly appealing to their largely Northern European clientele. Outstanding breakfasts, pillow choices, mobile booking apps, high-speed Internet and green initiatives are among the enhancements that are making a difference.
According to Dr. Jonathan Barsky, Co-founder and Chief Research Officer at Market Metrix, "Although Europe has seen virtually no growth in 2013, a handful of brands are connecting with customers and seeing stronger occupancy and RevPAR. These brands have created an effective combination of amenities to lure guests away from competitors."
MMHI data is collected from more than 40,000 travelers around the globe each quarter. Guests provide over 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. The list above reveals the top 10 global MMHI winners. The top NPS and Satisfaction winners by region and segment can be found on the MMHI results page of our website.
Source: MarketMetrix Blog
