Hampton Inn and Marriott are Top Hotel Brands in CX Ratings

This post examines the 12 hotel brands included in the 2012 Temkin Experience Ratings.

Hampton Inn and Marriott were the top rated hotel brands and the only two to receive “good” ratings. The next seven hotel brands earned “okay” ratings while the bottom three hotel brands in the ratings—Days Inn, Motel 6, and Super 8—earned “poor” ratings.

The average ratings for the hotel industry placed it sixth out of 18 industries in the study. Temkin Group also analyzed the changes between 2011 and 2012 and found that the hotel industry is one of three industries with a decline in its customer experience ratings over the previous year.

Super 8 and Motel 6 earned the largest increase over last year’s ratings, while five other hotel brands also improved. Heading in the other direction, Hyatt and Days Inn earned the sharpest decrease between 2011 and 2012.

Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.

The bottom line: Hotels could add a bit more hospitality to their experience

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

4 thoughts on “Hampton Inn and Marriott are Top Hotel Brands in CX Ratings”

    1. Sam: No worries, we didn’t ignore Starwood 🙂 Sheraton and Westin were in our research study, but neither brand reached our minimum threshold of 100 respondents to be included in the published ratings. Sheraton, however, was very close (96 respondents).

  1. for which segment in the hotel industry is this survey dealing with ? business, leisure or something else ??

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