We’re happy to announce our latest customer: Market Metrix. They are a SaaS provider of survey, customer satisfaction and loyalty services, focused exclusively on the hotel and hospitality industry, serving many of the big hotel chains around the world. Market Metrix is the trusted expert in customer sat and loyalty for many hotel brands, and have a tremendous amount of valuable data they deliver to their clients.

Here’s a quick example of the power GoodData brings to Market Metrix and their customers. When a hotel sees a low customer satisfaction score, they want to dig in and find out why. Is it a bad room? A bad breakfast? A bad employee? Is it a trend? Are women unhappy with certain services? Do ‘gold’ loyalty card members have higher or lower satisfaction? Or is it a bigger or more systemic issue.

In the example below - in just a few clicks - this hotel figured out that the underlying issue was directly tied to reservation source. People booking through Amadeus were unhappy. This is real actionable information.

For the first time, hotel marketers and property owners have access to this business data, and can use GoodData to slice and dice their customer sat data themselves quickly. They don’t need analytics experts on staff, or to rely on external consultants to sift through the numbers.

Hotels get a deeper sense of customer sat and loyalty, and Market Metrix gets customers that interact with their data on a daily basis.

Click on the image below to see a bigger version

 

[caption id=“attachment_4144” align=“aligncenter” width=“300” caption=“Customer Satisfaction Analytics in GoodData”][/caption]

You can hear more about Market Metrix and how they are using GoodData on an upcoming webinar on March 25, 2010 at 10am PST.