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 am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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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