Hampton Inn Delivers Best Hotel Experience

In Forrester’s 2008 Customer Experience Index (CxPi), we ranked 113 companies across 12 industries. I recently published a snapshot of the hotel industry results from the 6 hotels on the list (Hampton Inn, Marriott Hotels, Holiday Inn Express, Holiday Inn, Hilton Hotels, and Comfort Inn). Here’s some of what we found:

  • Experiences are “good.” As a group, the six hotels ended up with a “good” rating of 79%.
  • Hampton Inn and Marriott lead the pack. With an “excellent” score of 89%, Hampton Inn led all hotels and came in 3rd on the overall list of 113 firms. Marriott, with an 85% score, was the only other hotel with an “excellent rating.”
  • Comfort Inn lags. With the only “okay” rating, Comfort Inn came out at the bottom of the list at 70%.
  • Hampton Inn was most useful and enjoyable. Hampton Inn came out on top in two of the three components of the CxPi, with the largest lead in enjoyability.
  • Marriott is easiest to work with. Marriott earned an “excellent” rating of 92% for being easy to work with. Next on the list for this component was Holiday Inn Express with an 89% score.

The bottom line: I’m going to consider a Hampton Inn on my next trip

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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