Courtyard By Marriott Earns Top Customer Experience Ratings for Hotels

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Courtyard By Marriott delivers the best customer experience in the Hotels industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Courtyard By Marriott took the top spot out of the 23 hotels included in this year’s ratings, earning a score of 77% and coming in 38th place overall out of 331 companies across 20 industries. Fairfield Inn, Marriott, and Radisson all tied for second place, each with a rating of 76% and a rank of 47th overall.

Overall, the Hotels & Rooms industry averaged a 70% rating in the 2017 Temkin Experience Ratings and tied for 6th place out of 20 industries. The average rating of the industry improved by 10 percentage-points between 2016 and 2017, going from 60.4% to 70.2%.

The ratings for all but one hotel increased between 2016 and 2017. Fairfield Inn improved the most, gaining 28 points, while Residence Inn declined by three percentage points.

See our FAQs about the Temkin Experience Ratings.

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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.

One thought on “Courtyard By Marriott Earns Top Customer Experience Ratings for Hotels”

  1. Interesting result. Hotels are the industry where there is the highest correlation between employee and customer happiness, and Marriott does well on both. (There is no overall correlation between the two, as measured by ACSI scores and Glassdoor ratings for 336 US businesses. Note that employee engagement and happiness are quite different things.) Marriott has an ACSI score of 80 and Glassdoor of 3.8. Hilton has 81/3.7. The other 8 hotel chains covered by ACSI do worse, so not a surprise to me anyway, that Marriott wins. And Motel 6 is bottom of the 10 covered, which generally agrees with your ranking.

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