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.

Written by 

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.

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