Temkin Experience Ratings Industry Snapshot: Hotels

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Holiday Inn and Marriott earn the top customer experience (CX) score for hotels, according to 8th annual Temkin Experience Ratings of 318 companies.Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry.

Out of the 20 hospitality companies included in this year’s Ratings, Holiday Inn Express and Marriott tied for the top spot. Each earned a score of 78% and came in 34th place overall out of 318 companies across 20 industries. Hampton Inn secured the third place spot with a rating of 76% and an overall rank of 51st.

Overall, the hotel industry averaged a 70% rating in the 2018 Temkin Experience Ratings and came in 7th place out of 20 industries. The average rating of the industry declined by 0.6 percentage-points between 2017 and 2018, dropping from 70.2% to 69.6%.

Airbnb’s customer experience score improved the most over the previous year, gaining 11 points. Fairfield Inn’s score, on the other hand, declined the most, dropping by nine points.

You can download the free report or purchase the dataset.

Holiday Inn Express and Marriott earn the top customer experience (CX) score for hotels, according to 8th annual Temkin Experience Ratings of 318 companies. Holiday Inn Express and Marriott earn the top customer experience (CX) score for hotels, according to 8th annual Temkin Experience Ratings of 318 companies.

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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.

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