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


Temkin Ratings website

Written by 

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 (, a non-profit organization dedicated to the success of CX professionals.

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