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Wingate among winners in customer satisfaction
Wingate Inns, Midwest Airlines and Enterprise Rent-A-Car ranked number one in hotel, airline and rental car industry customer satisfaction in a recent survey.
The survey marked the first time a mid-scale hotel company (without food and beverage) ranked first, said Market Metrix L.L. D., a provider of marketing research for the hospitality industry.
Midwest Airlines won the top spot for the second consecutive quarter.
Guests said Wingate Inns provided “amenities comparable to a 5-star hotel” that included oversize rooms, free breakfasts and superior service.
Wingate was followed in satisfaction by Walt Disney World Resorts and Drury Inns.
“Analysis of results revealed a continued increase in bookings on hotel sites and a boost in loyalty program membership,” according to Market Metrix.
Since the third quarter of 2002, 34% more guests reported being members of hotel frequent sleeper programs, the study found.
Another trend is for hotels to win bookings away from leading Web sites such as Expedia and Orbitz, increasing their share direct bookings by nearly 30% in the last five quarters.
Report by David Wilkening
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