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.

Download entire dataset for $395

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

Download entire dataset for $395

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'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.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.