An annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers revealed the top hotel brands that offer best customer experience.
According to the 2017 Temkin Experience Ratings, 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.
The ratings of the entire category called "Hotels & Rooms" in the 2017 Temkin Experience Ratings are as follows:
- Courtyard By Marriott: 77%
- Fairfield Inn: 76%
- Marriott: 76%
- Radisson: 76%
- Holiday Inn Express: 75%
- Westin: 75%
- Wyndham: 75%
- Hilton: 74%
- Best Western: 72%
- Hampton Inn: 72%
- Hyatt: 72%
- La Quinta Inn: 72%
- Holiday Inn: 71%
- HomeAway: 70%
- Quality Inn: 70%
- Sheraton: 70%
- Super 8: 69%
- Residence Inn: 68%
- Comfort Inn: 67%
- Crowne Plaza: 66%
- Motel 6: 57%
- Airbnb: 56%
- Days Inn: 54%
"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.
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.
The 2017 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
