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

About Bruce Temkin, CCXP
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.

One Response to Hampton Inn Delivers Best Hotel Experience

  1. when doing this excercise do you also consider the price points at which the services are offered or is it purely a check on experience with whatever money can buy?

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