WABAN, Mass.—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 percent 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 percent and a rank of 47th overall.
The ratings of all the category called “Hotels & Rooms” in the 2017 Temkin Experience Ratings are as follows:
Courtyard By Marriott: 77 percent
Fairfield Inn: 76 percent
Marriott: 76 percent
Radisson: 76 percent
Holiday Inn Express: 75 percent
Westin: 75 percent
Wyndham: 75 percent
Hilton: 74 percent
Best Western: 72 percent
Hampton Inn: 72 percent
Hyatt: 72 percent
La Quinta Inn: 72 percent
Holiday Inn: 71 percent
HomeAway: 70 percent
Quality Inn: 70 percent
Sheraton: 70 percent
Super 8: 69 percent
Residence Inn: 68 percent
Comfort Inn: 67 percent
Crowne Plaza: 66 percent
Motel 6: 57 percent
Airbnb: 56 percent
Days Inn: 54 percent
“Unlike most other industries, there are no clear customer experience standouts in the Hotels & Room category. The leaders change every year, which leaves the door open for any of the chains to become the industry standard for CX, ” states Bruce Temkin, managing partner of Temkin Group.
Overall, the Hotels & Rooms industry averaged a 70 percent rating in the 2017 Temkin Experience Ratings and tied for No. 6 out of 20 industries. The average rating of the industry improved by 10 percentage-points between 2016 and 2017, going from 60.4 percent to 70.2 percent.
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.
Now in its seventh year of publication, the 2017 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 331 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.
In these ratings, a score of 70 percent or above is considered “good,” and a score of 80% or above is considered “excellent,” while a score below 60 percent is considered “poor.”