Drury Hotels Leads Upper Midscale Segment in Guest Satisfaction
(ST. LOUIS) – June 16, 2014 – According to the Market Metrix Hospitality Index (MMHI) first quarter results, Drury Hotels Company leads the Upper Midscale brands category, which includes Hampton Inn and Holiday Inn, in guest satisfaction.
"Drury Hotels are different from other mid-priced hotels," commented Jonathan Barsky, Ph.d., Chief Research Officer of Market Metrix. "They have developed a special service culture. They deliver a unique combination of delightful rooms, super-friendly staff and extras such as free soda and popcorn in the lobby, happy hour and an outstanding breakfast. At Drury, customer satisfaction is ‘mission critical’. The program they have created to measure, understand and act on guest feedback is among the best."
MMHI data is collected from more than 40,000 customers across 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.
"Our Drury team is made up of 4,000 people who work together to deliver on the promises we make to our guests," said Chuck Drury, President and CEO of Drury Hotels. "This recognition and high ranking is quite an honor. We are extremely grateful for our guests and their continued loyalty."
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 recover, 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. For more information, visit www.marketmetrix.com.
About Drury Hotels Company
Drury Hotels Company is a Missouri-based, family-owned and operated hotel system with more than 130 hotels in 21 states. Founded in 1973, Drury Hotels Company has been named "Highest in Guest Satisfaction Among Mid-Scale Hotel Chains" by J.D. Power for eight consecutive years. Brands include Drury Inn & Suites®, Drury Inn®, Drury Plaza Hotel®, Drury Suites®, Pear Tree Inn by Drury®, as well as other hotels in the mid-priced hotel segment. Drury Hotels continues to provide exceptional value for business and leisure travelers with its many free amenities - The Extras Aren’t Extra®. For more information, visit www.druryhotels.com or call 1-800-DRURYINN. Join the conversation on Twitter @druryhotels or on Facebook.