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

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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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