Market Metrix Launches Employee Metrix Express

An Affordable Alternative to Capture Feedback and Create an Engaged Workforce

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. October 14, 2008

SAN RAFAEL, CA, July 31, 2008. Market Metrix, LLC, the leading provider of feedback and performance tools for the hospitality industry, announced today the worldwide availability of a streamlined version of its employee survey system, Employee MetrixTM, called Employee Metrix ExpressTM.

Employee Metrix (EM) Express is available at a lower price and offers a simple, turn-key solution for conducting hospitality employee surveys, the results of which provide managers with tools to: create secure work teams that deliver exceptional guest experiences; easily isolate and improve problem areas across an organization; and reduce employee turnover.

"In these hard economic times, many hospitality enterprises are resorting to workforce reductions often without a clear understanding of how that will impact the guest," said Robert Honeycutt, CEO of Market Metrix. "It's crucial to a company's bottom line that the streamlined team remains motivated to deliver the productivity needed to defend margins. By introducing a cost-effective version of Employee Metrix, we look forward to helping more hospitality companies manage through tough times and cultivate employees who are engaged in delivering the excellent service that leads to improved performance and profits."

EM Express is ideal for independent hotels, small chains and restaurants. Customers choose from a core set of industry-benchmarked questions and can access easy-to-use, online reporting and action planning tools. EM Express surveys are available in multiple languages and are conducted electronically to eliminate paper costs and administrative tallying.

Engaged Employees Reduce Costs/Increase Profits

Many studies show that less than 20% of employees are passionate about their jobs and the company they work for. "The rest just show up and go through the motions, or worse, they are actively disengaged," according to a recent article on Hospitality Net. The cost associated with this workforce disengagement is staggering, with estimated losses in the billions of dollars in the U.S. alone.

Market Metrix has helped such great companies as Joie de Vivre, Kimpton Hotels and JetBlue understand and measure what motivates their employees to want to stay at their jobs and deliver service consistent with their company's brand promise. EM Express allows companies with smaller budgets to benefit from an industry-leading feedback program as well.

Impact the Guest and the Bottom Line

A recent Market Metrix study found that hotels with high employee engagement were 7% more likely to deliver service rated "exceptional" by guests. And guests who received exceptional service were 20% more likely to return to the hotel. In his book The Loyalty Effect, Fred Reichheld calculates that an increase in customer retention rates (repeat business) of just 5 percent can increase profits by 25 - 95%.

"By measuring what matters to employees and identifying opportunities to connect employees to a vision and mission, hospitality companies of all sizes can cost effectively improve service and reduce staff turnover," said Honeycutt. "With the launch of EM Express, hospitality companies that previously could not afford a top-of-the-line engagement tool will now will be able to capture and act on employee feedback and, as a result, improve customer loyalty and the bottom line."

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. Our benchmarking database, 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 130 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.