Society for Accessible Travel & Hospitality Logo

Microtel Inns & Suites Once Again Ranked Number One in Customer Satisfaction by "Market Metrix Hospitality Index"

Jun 14, 2007
ATLANTA (June 5, 2007) – Microtel Inns & Suites – the chain of all newly-constructed, interior corridor economy/budget hotels – has once again won top honors in customer satisfaction and loyalty with the number one ranking in its class by the Market Metrix Hospitality Index™ (MMHI) for the first quarter of 2007. With an 83.3 customer satisfaction score, Microtel far surpassed 10 other hotel chains and outperformed the economy segment average of 78.1. In addition, 68% of respondents said they were “very likely to return” to a Microtel hotel, significantly higher than the segment average of 47%.

The MMHI is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in-depth consumer interviews. In recent years, Microtel received MMHI’s number one ranking three times in 2006 and once in 2005.

“We are very pleased that Microtel continues to be recognized for delivering excellence in customer satisfaction and for demonstrating its leadership position in the economy lodging segment with its all new construction product,” said Roy E. Flora, Chief Operating Officer of US Franchise Systems, Inc., (USFS), parent company of the franchisor of the Microtel hotel brand.

According to Dr. Jonathan Barsky, who directs research activities at Market Metrix, "Microtel is an excellent example of how a brand’s strong investment in service and amenities can have a very positive impact on the guest experience.”

Microtel is the only economy hotel chain to provide guests with free local and long distance phone calls within the continental U.S., plus free wireless high speed Internet access in all guestrooms nationwide. Microtel is also known as the preferred hotel chain for travelers with disabilities and seniors and is committed to providing this rapidly growing market segment with quality, accessible hotel accommodations, and with a service culture prepared to make their stay an enjoyable experience.

For an unprecedented fifth consecutive year, Microtel has been ranked highest in overall guest satisfaction among economy/budget hotel chains in the J.D. Power and Associates 2006 North America Hotel Guest Satisfaction Index StudySM. Microtel is the only economy/budget brand in the hotel industry to have received this recognition five successive times.

There are currently 303 Microtel hotels open and under construction worldwide. All hotels provide complimentary continental breakfast, and members of the MicroPass™ frequent guest program earn a free night’s stay after nine night stays at any location. In addition, guests will soon enjoy the comforts of the brand’s stylish new bedding known as “Dream Well” at all Microtel hotels. Dream Well beds include a plush pillow-top mattress or topper and fitted bed skirt, high quality 200-thread count white and khaki-piped linens with triple sheeting, down-like blanket, decorative top sheet, bed scarf and pillows.

For hotel reservations, visit or contact 1-800-771-7171 toll-free, TDD 1-800-824-2082. All hotels are independently owned and operated.

About Market Metrix, LLC
Market Metrix, LLC, based in San Rafael, CA, is a leading provider of market research services for the hospitality industry. The company was founded in 1996 to provide the hospitality industry with better customer and employee satisfaction measurement programs and management tools. In addition to the Market Metrix Hospitality Index, Market Metrix provides clients with award-winning survey systems and strategic services. For more information, visit or call 1-800-239-7515.

Barbara Wiener-Fischhof
US Franchise Systems, Inc.