Harrah's Wins Top Ranking in Consumer Survey

13 Nov 2003

LAS VEGAS – (Press Release) -- Harrah's Entertainment, Inc. (NYSE: HET - News) ranked No. 1 in casino customer satisfaction in the Market Matrix, LLC, third-quarter survey of 35,000 American consumers.

Harrah's joined Four Seasons Hotels, JetBlue Airways, Walt Disney World Resorts, Enterprise Rent-A-Car and Bellagio, which ranked highest in the upscale casino category, among companies capturing top honors in the latest Market Matrix Hospitality Index (MMHI). The new MMHI ranking is the second time this year Harrah's has won top honors in the casino customer satisfaction category.

"The No. 1 ranking is a tribute to the 42,000 Harrah's employees devoted to delivering superior service to our customers," said Gary Loveman, Harrah's president and chief executive officer. "Great service and valuable rewards are cornerstones of our efforts to increase customer loyalty."

The MMHI is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in-depth consumer interviews. The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy.

The MMHI contains 135 hotel brands, 25 airlines and 11 car rental companies. In addition to standard measures of customer satisfaction, MMHI has pioneered several proprietary measures. Hospitality companies that provide Loyalty Emotions -- select emotional experiences for customers, such as "pampered," "relaxed" or "hip/cool," depending on category and niche -- obtain higher rates and can increase prices with fewer defections. Loyalty Program Strength measures the relative success of a company's loyalty program compared to other programs in the industry. The Secure Customer measures a customer's intent to return and likelihood of recommending the hospitality company, important indicators of satisfaction.

Market Metrix, LLC was founded in 1996 by partners Jonathan Barsky, Ph.D., and Lenny Nash to provide the hospitality industry with better customer and employee satisfaction measurement programs and management tools. More information is available at www.marketmetrix.com .

Founded 66 years ago, Harrah's Entertainment, Inc. operates 25 casinos in the United States, primarily under the Harrah's brand name. Harrah's Entertainment is focused on building loyalty and value with its target customers through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership.

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	Harrah's Wins Top Ranking in Consumer Survey 13 Nov 2003 <a href='https://ad.casinocity.com/adclick.php?n=a21efcd1'><img src='https://ad.casinocity.com/adview.php?what=-site:vendors/width:250/RON&n=a21efcd1' border='0' alt='' /></a> LAS VEGAS – (Press Release) -- Harrah's Entertainment, Inc. (NYSE: HET - News) ranked No. 1 in casino customer satisfaction in the Market Matrix, LLC, third-quarter survey of 35,000 American consumers. Harrah's joined Four Seasons Hotels, JetBlue Airways, Walt Disney World Resorts, Enterprise Rent-A-Car and Bellagio, which ranked highest in the upscale casino category, among companies capturing top honors in the latest Market Matrix Hospitality Index (MMHI). The new MMHI ranking is the second time this year Harrah's has won top honors in the casino customer satisfaction category. "The No. 1 ranking is a tribute to the 42,000 Harrah's employees devoted to delivering superior service to our customers," said Gary Loveman, Harrah's president and chief executive officer. "Great service and valuable rewards are cornerstones of our efforts to increase customer loyalty." The MMHI is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in-depth consumer interviews. The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy. The MMHI contains 135 hotel brands, 25 airlines and 11 car rental companies. In addition to standard measures of customer satisfaction, MMHI has pioneered several proprietary measures. Hospitality companies that provide Loyalty Emotions -- select emotional experiences for customers, such as "pampered," "relaxed" or "hip/cool," depending on category and niche -- obtain higher rates and can increase prices with fewer defections. Loyalty Program Strength measures the relative success of a company's loyalty program compared to other programs in the industry. The Secure Customer measures a customer's intent to return and likelihood of recommending the hospitality company, important indicators of satisfaction. Market Metrix, LLC was founded in 1996 by partners Jonathan Barsky, Ph.D., and Lenny Nash to provide the hospitality industry with better customer and employee satisfaction measurement programs and management tools. More information is available at www.marketmetrix.com . Founded 66 years ago, Harrah's Entertainment, Inc. operates 25 casinos in the United States, primarily under the Harrah's brand name. Harrah's Entertainment is focused on building loyalty and value with its target customers through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership.