SAN FRANCISCO, Calif.—Kimpton Hotels and Restaurants received the highest score on the Market Metrix Hospitality Index (MMHI) for the first quarter of 2014. Kimpton earned global honors when it topped the MMHI charts in the second quarter of 2013 with a customer satisfaction score of 89.1. This time around, results show that the company has earned a score of 89.4.
“It is so satisfying to see our commitment to our guests reflected in these scores,” commented Michael Depatie, CEO and president at Kimpton Hotels and Restaurants. “Our mission is to be the best loved hotel company, and we support that mission with technology and training. But ultimately we succeed because our people truly care for our guests and they’re empowered to do whatever they need to do to create a highly personal experience.”
MMHI data is collected from more than 40,000 travelers around the globe. 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.
Other top hotel brands in customer satisfaction for the Americas include Drury Hotels, Hyatt House, Hyatt Place, and Disney’s.