Clarabridge Buys Guest Feedback Expert Market Metrix

US-based text analytics specialist Clarabridge has acquired enterprise feedback management (EFM) platform Market Metrix, which provides customer and employee feedback for leisure and hospitality companies around the globe. Terms of the deal were not disclosed.

Clarabridge, whose solutions help clients listen to and analyze customer feedback from a variety of sources including unstructured data and social media, says the acquisition will help it extend its offerings to businesses of all sizes worldwide.

Founded in 1996 by Jonathan Barsky and Lenny Nash, California-based Market Metrix also has offices in Barcelona and Singapore, and works with more than14,000 hotels and casinos in over 70 countries to collect and act on guest feedback. The company's Market Metrix Hospitality Index (MMHI) benchmarking service is then used to pinpoint where clients have an advantage, and where their competitors have vulnerabilities. It also offers an 'Employee Metrix', which helps companies manage employee engagement by connecting employee feedback and business performance.

Nash says that as more than 80% of guest feedback is gathered through unstructured forms, the merger will help clients understand and act on comments collected from any source. 'These two companies could not be more complementary. The combined offerings will equip enterprises with everything they need to put the voice of the customer to work,' Nash adds.

Last year, Clarabridge completed an $80m equity investment, for use in expanding its global operations.

Web sites: www.clarabridge.com and www.marketmetrix.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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