The annual Market Metrix Hospitality Index (MMHI) survey ranked Park Plaza Hotels & Resorts, part of Minneapolis-based Carlson Hotels Worldwide, number one in customer satisfaction for the Midscale Hotels with…
The annual Market Metrix Hospitality Index (MMHI) survey ranked Park Plaza Hotels & Resorts, part of Minneapolis-based Carlson Hotels Worldwide, number one in customer satisfaction for the Midscale Hotels with Food and Beverage Segment. MMHI, provider of market research services for the hospitality industry, just released its 2006 Hospitality Index results based on 140,000 consumer interviews conducted from January through December 2006. Park Plaza topped 11 other hotel brands in the category to earn the best customer satisfaction ranking.
There are currently 44 Park Plaza hotels and resorts around the world in 14 countries. Park Plaza opened six new properties in 2006 including the Park Plaza Hotel & Conference Centre Toronto-Oakville in Ontario; the Park Plaza
Vancouver Downtown in British Columbia; the Park Plaza Wallstreet in Berlin, Germany; the Park Plaza Sylverton Mussoorie in India; and the Park Plaza Riverbank London on the banks of the River Thames.
Two new hotels joined the Park Plaza brand in January: the new Park Plaza Jodhpur in India and the Park Plaza Beijing Science Park in China.
Customer satisfaction is at the center of everything we do, so we`re delighted to see that our efforts are resonating with guests and creating strong brand loyalty, said Nancy Johnson, executive vice president of Full Service Hotels for Carlson Hotels Worldwide. Park Plaza is committed to maintaining this level of satisfaction and will continue to exceed guest expectations by providing convenient locations, welcome amenities and friendly service.
The customer satisfaction score is the average score of all product and service questions that are asked as part of MMHI research. The questions are highly correlated with repeat behavior and word-of-mouth recommendations. More than one million responses were statistically evaluated to determine which questions are most closely related to hotel choice and guest retention.
Customer Satisfaction questions relating to service include:
- Friendliness of front desk staff
- Efficient check-in
- Employees` can-do attitude
- Employees` knowledge of hotel and facilities
- Friendliness of reservation agent
- Accuracy of reservation information at check-in
- Hotel telephones are answered quickly
Customer Satisfaction questions relating to product include:
- Room cleanliness
- Bathroom cleanliness
- Proper functioning of lights, TV, etc.
- Comfortable bed & furniture
- Proper room lighting
- Value for price
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