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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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