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Swissôtel Partners Market Metrix to Help Improve Guest Satisfaction

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To help optimise the guest experience and improve loyalty and profitability, Swissôtel Hotels & Resorts has chosen Market Metrix’s real-time satisfaction survey system. California-based Market Metrix is a leading provider of feedback and performance tools for the hospitality industry.

Customer Metrix is helping Swissôtel to deepen customer engagement and loyalty in this tough economy. By surveying guests about their complete experience - including lodging, spa, dining and entertainment options - managers are provided with timely information and tools for immediate service recovery, a system to isolate and improve problem areas, and information to balance strict budget requirements with the impact on guest experience.

“We selected Market Metrix due to their significant hotel experience, global benchmarking database, industry specific platform, and the talent of their team” said Meinhard Huck, President of Swissôtel Hotels & Resorts. “With Market Metrix’s powerful online system and support team, we will obtain deeper insights into the experience of our guests and enable us to act on the information in a timely manner.”

“In this difficult economic climate, cultivating a sustainable and profitable customer base is the most cost-effective way to grow a hospitality business,” said Robert Honeycutt, CEO of Market Metrix. “Swissôtel understands that listening and responding to guests every day is the best way to do just that. We look forward to helping Swissôtel Hotels & Resorts create loyal customers and strategies that will position the company well through the current downturn and poise them for increased market share when spending resumes.”

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