Best Western and La Quinta Inn Lead Hotel Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Best Western took the top spot for the first time this year, earning a 69% rating and placing 102nd overall out of 268 companies across 19 industries. La Quinta Inn maintained its second-place position from last year with a rating of 67% and a rank of 119th overall. At the other end of the spectrum, Motel 6 and Super 8 tied for the lowest-ranking hotel chain, both landing in 260th place overall with a rating of 47% each.

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HotelsA
Here are some additional findings from the hotel industry:

  • Overall, the hotel industry averaged a 60% rating in the 2014 Temkin Experience Ratings and placed 15th out of 19 industries. The hotel industry was one of only four industries that declined in the ratings between 2013 and 2014, decreasing its average by 5.4 points, the largest change in any industry‚Äôs average rating.
  • The ratings of all hotel chains in the 2014 Temkin Experience Ratings are as follows: Best Western (69%), La Quinta Inn (67%), Sheraton (65%), Marriott (64%), Holiday Inn Express (64%), Courtyard by Marriott (64%), Hampton Inn (63%), Hilton (62%), Comfort Inn (62%), Fairfield Inn (61%), Holiday Inn (60%), Hyatt (58%), Westin (54%), Residence Inn (53%), Days Inn (51%), Crowne Plaza (50%), Motel 6 (47%), and Super 8 (47%).
  • Days Inn (+3 points) and Fairfield Inn (+1 point) were the only hotels that improved their ratings between 2013 and 2014.
  • Marriott (-11 points), Hyatt (-9 points), and Hilton (-8 points) were the hotels whose ratings declined the most between 2013 and 2014.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

HotelsB

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To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin 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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