BEST WESTERN EARNS TOP RANKING IN CUSTOMER SATISFACTION FOR MIDSCALE HOTEL SECTOR BY MARKET METRIX HOSPITALITY INDEX
Q1 2008 Survey Results Reflect Success of the “Best Western I Care” Initiative
PHOENIX (June 2, 2008) – Best Western International, the World’s Largest Hotel Chain®, announced today that it has received the highest ranking in customer service for hotels in the midscale hotel sector with food and beverage, according to first quarter results of the 2008 Market Metrix Hospitality Index (MMHI) survey. Best Western’s overall score of 80.3 percent surpassed all midscale hotel brands, including Clarion Hotels & Resorts and Holiday Inn Hotels & Resorts.
Based on 35,000 interviews with guests who stayed at surveyed hotels within the past 90-days, this achievement is an indicator of the success of Best Western’s “I Care” employee training, which teaches “heroic hospitality”, or consistently exceeding guest expectations to deliver superior customer service.
“Receiving this honor from Market Metrix in is a testament to our progress toward leading the hotel industry in customer care,” said David Kong, President and CEO of Best Western International. “As part of our five-year plan, we strive to give meaning to each encounter between our staff and our 400,000 nightly guests.”
Best Western launched its customer care training program, “I Care,” in November 2007, to bring innovative customer service training to each of the chain’s North American hotels by the end of 2008. Best Western has also begun to share best customer service practices worldwide, enabling Best Western’s international membership to channel expertise throughout the global brand.
ABOUT BEST WESTERN INTERNATIONAL
Best Western International is THE WORLD'S LARGEST HOTEL CHAIN®, providing marketing, reservations and operational support to over 4,000* independently owned and operated member hotels in 80* countries and territories worldwide. An industry pioneer since 1946, Best Western has grown into an iconic brand that hosts 400,000* worldwide guests each night. Best Western's diverse property portfolio, its greatest strength, stems from a business model designed to give owners maximum flexibility to address market-specific needs. Equally committed to the business and leisure traveler, Best Western recently embarked on a five-year mission to lead the hotel industry in customer care. Since 2004, Best Western has served as the Official Hotel of NASCAR®. For more information or to make a reservation, please visit www.bestwestern.com.
*Numbers are approximate and can fluctuate.
ABOUT MARKET METRIX
Market Metrix helps hospitality companies around the world foster loyal customers and engaged employees. Based on award-winning research and breakthrough concepts, our products deliver instant survey results, analysis and management tools for increasing revenue and reducing staff turnover. The benchmarking database, Market Metrix Hospitality Index, MMHI, is the most comprehensive, independent comparison of consumer brand satisfaction in the industry. Our annual MMHI Awards are coveted by lodging and travel enterprises around the world. With clients that include more than 120 brands across 70 countries, Market Metrix has been helping leading hospitality companies turn feedback into performance since 1996. For more information, visit www.marketmetrix.com.