Marriott and La Quinta Lead Hotel Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the hotel industry:

  • The hotel industry is tied for sixth out of 19 industries.
  • The hotels in the ratings cover a wide range of scores, from Marriott at #45 with a “good” rating, to Days Inn at #244 with a “very poor” score.
  • La Quinta, Holiday Inn Express, Courtyard By Marriott, Hampton Inn, and Hilton also earned “good” ratings.
  • Hilton earned the highest increase over last year, five points.
  • Holiday Inn and Motel 6 decreased the most from last year, a five points decline.
  • Courtyard By Marriot had the highest functional score, but is relatively weak in the emotional components.
  • Hyatt has an unusual profile, with it’s emotional rating much stronger compared to the other two components.
  • Marriot and La Quinta earned the top marks in the accessible component.
  • Motel 6 is the lowest rated in the functional component.
  • Days Inn is the lowest rated hotel chain for accessible and emotional components.
  • Here’s a link to industry results from the 2012 ratings.

Download entire dataset for $395

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Temkin Ratings website

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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