In an independent survey, Outrigger Hotels and Resorts has been ranked number one in customer satisfaction across all travel and hospitality industry segments, including hotels, casinos, timeshare, websites, airlines, and car rental agencies.
Outrigger Koh Samui
The result was published by Market Metrix Hospitality a leading provider of customer and employee feedback and performance tools for the hospitality industry, in its ‘Third Quarter 2010 Hospitality Index Results’.
“The staff of Outrigger Hotels has become a competitive advantage with service scores nearly 10 points higher than competitors,” said co-founder and Vice President of Research for Market Metrix, Jonathan Barsky.
“Outrigger outscored even luxury hotels with their team of friendly, attentive staff exceeding guest expectations more often than any other hotel chain with guest comments about their ‘fantastic staff’ who were ‘incredibly attentive to our needs, and went out of their way to make sure our stay was good,’” he said.
Outrigger’s Executive Vice President of Hospitality Services, Barry Wallace, said the company was “gratified” with the MMHI ranking.
“Credit for the outstanding results is due to our entire ‘ohana’ (family) and their dedication to delivering genuine island hospitality,” he said.
“Each and every employee takes pride in their work and they are the main reason that our guests keep coming back, year after year,” Wallace said.
The Market Metrix Hospitality Index (MMHI) is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in-depth consumer interviews carried out in the United States market.
The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy.
Outrigger’s Senior Vice President-Asia Pacific, Darren Edmonstone, said Outrigger’s unique approach to customer service is rooted in understanding and celebrating the local culture.
“This results in the highest levels of guest satisfaction in each of the destinations we are privileged to serve in the Hawaiian Islands and the Asia-Pacific region,” he said.