Hampton Inn and Marriott are Top Hotel Brands in CX Ratings
March 5, 2012 4 Comments
This post examines the 12 hotel brands included in the 2012 Temkin Experience Ratings.
Hampton Inn and Marriott were the top rated hotel brands and the only two to receive “good” ratings. The next seven hotel brands earned “okay” ratings while the bottom three hotel brands in the ratings—Days Inn, Motel 6, and Super 8—earned “poor” ratings.
The average ratings for the hotel industry placed it sixth out of 18 industries in the study. Temkin Group also analyzed the changes between 2011 and 2012 and found that the hotel industry is one of three industries with a decline in its customer experience ratings over the previous year.
Super 8 and Motel 6 earned the largest increase over last year’s ratings, while five other hotel brands also improved. Heading in the other direction, Hyatt and Days Inn earned the sharpest decrease between 2011 and 2012.
Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.
The bottom line: Hotels could add a bit more hospitality to their experience
About Bruce Temkin
Bruce, did Starwood not participate? Didn’t see them. Thanks, Sam
Sam: No worries, we didn’t ignore Starwood
Sheraton and Westin were in our research study, but neither brand reached our minimum threshold of 100 respondents to be included in the published ratings. Sheraton, however, was very close (96 respondents).
for which segment in the hotel industry is this survey dealing with ? business, leisure or something else ??
Joshua: The assessment does not split out business and leisure travelers, so the ratings represent the actual split for each hotel chain. Thanks for asking!