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.

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Best Western and La Quinta Inn Lead Hotel Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Best Western took the top spot for the first time this year, earning a 69% rating and placing 102nd overall out of 268 companies across 19 industries. La Quinta Inn maintained its second-place position from last year with a rating of 67% and a rank of 119th overall. At the other end of the spectrum, Motel 6 and Super 8 tied for the lowest-ranking hotel chain, both landing in 260th place overall with a rating of 47% each.

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Here are some additional findings from the hotel industry: Read more of this post

Report: What Happens After a Good or Bad Experience, 2014

1402_WhatHappensAfterGoodBadExperiences_COVERWe just published a Temkin Group report, What Happens After a Good or Bad Experience, 2014. The report, which includes 19 data charts, examines which companies and industries provide the most bad experiences, what impact those experiences have on spending, and how the negative impacts of bad experiences can be mitigated by good service recovery. The report also examines how consumers share their good and bad experiences with companies as well as with other people. Here’s the executive summary:

To understand the effect of good and bad experiences, we asked 10,000 U.S. consumers about their recent interactions with 268 companies across 19 industries. Results show that Internet services and TV services are the industries most likely to deliver a bad experience to their customers, while grocery chains are the least likely to. At the company level, Scottrade had the smallest percentage of customers reporting a recent bad experience with the company and Time Warner Cable had the highest. More than half of the customers who encountered a bad experience at a fast food chain, credit card issuer, grocery store, or hotel either decreased their spending with the company or stopped altogether. However, our data shows that a good service recovery effort can help mitigate a bad experience. Unfortunately, many firms—especially in the banking, Internet services, and TV services sectors—aren’t very good at service recovery. In addition to the consequences of bad interactions, we also examined which channels customers use to share their good and bad experiences and how these changed across age groups. We then compared these results to survey responses from the past two years. We also uncovered a negative bias inherent in how customers provide feedback. ING Direct, Residence Inn, and Fairfield Inn have the most negative bias in the feedback they receive directly from customers, while Hy-Vee and Hyundai have the most negative bias on Facebook. 

Click link to see full list of industries and companies covered in this report (.pdf).

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One of the most interesting analyses in the report is the look at how service recovery after a bad experience affects the spending pattern of consumers. Here’s a summary of one of the charts showing just how important it is for a company to recover well after making a mistake:

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Here are some other insights from the research:

  • Sixteen percent of consumers who have interacted with TV service and Internet service providers report having a bad experience over the previous six months. Next on the list are wireless carriers, with 12% of their customers reporting a bad experience. At the other end of the spectrum, only 3% of consumers report a bad experience with grocery chains and 4% report having a bad experience with fast food chains.
  • The five companies with the most customers reporting bad experiences are Time Warner Cable (25%), Motel 6 (22%), Coventry Health Care (21%), and Comcast (21%). There were 10 companies with only 1% or less of their customers reporting bad experiences: Scottrade, Chick-fil-A, H.E.B., Whole Foods, ShopRite, ING Direct, Starbucks, Trader Joe’s, Vanguard, and True Value.
  • More than one-quarter of consumers who have a bad experience stop spending with computer makers, car rental agencies, credit card issuers, hotel chains, and software companies. The impact of bad experiences is less costly for parcel delivery services, wireless carriers, health plans, TV service providers, Internet service providers, and grocery chains, as less than 15% of their customers with bad experience stopped spending.
  • The industries that are the best at responding to a bad experience are investment firms, major appliances, retailers, and car rental agencies. The industries that are the worst at responding to a bad experience are TV service providers, wireless carriers, Internet service providers, parcel delivery services, and health plans.
  • Thirty-two percent of consumers give feedback directly to companies after a very bad experience and 23% give feedback after a very good experience.
  • Overall, 25- to 34-year-olds are the most likely to share feedback about their experiences. After a good experience 57% tell a friend directly, 28% share on Facebook, and 18% put a comment or rating on a review site. After a bad experience, 60% tell a friend directly, 31% share on Facebook, and 20% write a review.

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The bottom line: Make sure to recover quickly after a bad experience

Off Topic: Who’s Watching Football Today?

It’s the most important day in U.S. sports, Superbowl Sunday. As you can see from my choice of graphics, I’m rooting for the Patriots. So let me say up front: Go Pats!

Given the importance of this day, I decided to do a bit of analysis on who actually watches football. In a recent Temkin Group survey, we asked 10,000 U.S. consumers about their sports preferences. It turns out that football is the favorite sport by a wide margin. Fifty-seven percent of Americans like to watch football, which outpaces second place baseball by more than 20 percentage points.

I dug a bit deeper into the consumers that enjoy watching football. It’s not much of a surprise, but men are much more avid fans of football than females across all age groups. The largest gender gap is with males and females between 65 and 74 years old. It also turns out that older consumers are the most interested in football.

I also took a look at the customer bases of 249 large companies to see how many of them enjoy watching football. Led by Sheraton, Residence Inn, Holiday Inn Express, Infiniti, and Avis, 16 companies have at least 20% more than the national average of football enthusiasts. These companies should would probably do well taking out a Superbowl ad.

The bottom line: There will be a lot of people watching the Superbowl (and, go Pats!)

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