Residence Inn, Holiday Inn Express, and Hilton Earn Top Customer Experience Ratings for Hotels

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Residence Inn, Holiday Inn Express, and Hilton deliver the best customer experience in the hotel industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Residence Inn and Holiday Inn Express tied for the top spot out of 21 hotels in this year’s ratings. Each earned a score of 71% and came in 42nd place overall out of 294 companies across 20 industries. Residence Inn and Holiday Inn Express were the only two hotels to improve their scores this year which, coupled with the significant decline in the other hotels’ scores, gave them the boost they needed to reach the top. Hilton, meanwhile, came in second place with a rating of 69% and an overall rank of 60th.

At the other end of the spectrum, Motel 6 received the lowest score of any hotel, earning a rating of 41% and an overall rank of 283rd. Fairfield Inn and Days Inn also received “very poor” ratings (below 50%).

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Overall, the hotel industry averaged a 60% rating in the 2016 Temkin Experience Ratings and came in 8th place out of 20 industries. The average rating of the industry decreased by six percentage points between 2015 and 2016, dropping from 66% to 60%.

Here are some additional findings from the hotel industry:

  • The ratings of all hotels in the 2016 Temkin Experience Ratings are as follows: Residence Inn (71%), Holiday Inn Express (71%), Hilton (69%), Marriot (68%), Wyndham (66%), Hampton Inn (64%), La Quinta Inn (64%), Sheraton (64%), Courtyard by Marriott (61%), Best Western (61%), Comfort Inn (60%), Hyatt (60%), Quality Inn (60%), Holiday Inn (59%), Crowne Plaza (55%), Radisson (55%), Westin (54%), Super 8 (50%), Fairfield Inn (48%), Days Inn (46%), and Motel 6 (41%),
  • Holiday Inn Express (+3 points) and Residence Inn (+2 points) were the only hotels to improve their ratings between 2015 and 2016.
  • Fairfield Inn (-17 points), Courtyard by Marriott (-13 points), and Westin (-13 points), declined by the most percentage-points between 2015 and 2016.

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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.

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