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

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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