Marriott and Sheraton Lead Hotels in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Here are some highlights from the hotel industry:

  • The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings. After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating over all five years.
  • Out of any of the 20 industries that we evaluated, the hotel industry saw the largest improvement over its 2014 ratings as the industry average increased by 6.2 percentage points between 2014 in 2015.
  • Marriott earned the highest Temkin Experience Rating in the hotel industry (75%), followed closely by Sheraton and Courtyard by Marriott. (74%).
  • Ramada Inn and Motel 6 had the lowest overall scores as well as the lowest component scores of companies in the industry.
  • Residence Inn jumped 16 points in the last year, up to 69% from 53% in 2014, the largest increase for any company in the hotels industry.
  • Best Western (-5) was the only hotel to see a decrease in its ratings between 2014 and 2015.
  • Eight companies increased by 10 or more percentage-points in 2015: Marriott (+11 points), Courtyard by Marriott (+10) points, Hampton Inn (+10 points), Hilton (+10 points), Hyatt (+14 points), Residence Inn (+16 points), Westin (+13 points), and Super 8 (+13 points).
  • Marriott earned the highest rating for the success component (78%) and the effort component (81%), while Hampton Inn earned the highest rating for the emotion component (70%).

1503_HotelsTxRoverview 1503_HotelsTxRcomponents1503_HotelsTxRchanges


About Bruce Temkin, CCXP
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 these 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.

One Response to Marriott and Sheraton Lead Hotels in Customer Experience

  1. Emma says:

    Hey Bruce,
    Nice survey report. No doubt, Marriott is always on the top because of their amazing customer experience.

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