Residence Inn, Holiday Inn Express, and Hilton Earn Top Customer Experience Ratings for Hotels, According to Temkin Group
Sixth Annual Temkin Experience Ratings Evaluates 294 Companies Across 20 Industries
WABAN, Mass., June 1, 2016 /PRNewswire/ -- Residence Inn, Holiday Inn Express, and Hilton deliver the best customer experience in the hotel industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
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Residence Inn and Holiday Inn Express tied for the top spot out of 21 hotels in this year's ratings. Each earned a score of 71% and came in 42nd place overall out of 294 companies across 20 industries. Residence Inn and Holiday Inn Express were the only two hotels to improve their scores this year which, coupled with the significant decline in the other hotels' scores, gave them the boost they needed to reach the top. Hilton, meanwhile, came in second place with a rating of 69% and an overall rank of 60th.
At the other end of the spectrum, Motel 6 received the lowest score of any hotel, earning a rating of 41% and an overall rank of 283rd. Fairfield Inn and Days Inn also received "very poor" ratings (below 50%).
Overall, the hotel industry averaged a 60% rating in the 2016 Temkin Experience Ratings and came in 8th place out of 20 industries. The average rating of the industry decreased by six percentage points between 2015 and 2016, dropping from 66% to 60%.
"Unlike other industries in the ratings, hotels haven't had clear customer experience frontrunners, leaving the door open for Residence Inn and Holiday Inn Express to take up the mantle," states Bruce Temkin, managing partner of Temkin Group.
Here are some additional findings from the hotel industry:
- The ratings of all hotels in the 2016 Temkin Experience Ratings are as follows: Residence Inn (71%), Holiday Inn Express (71%), Hilton (69%), Marriot (68%), Wyndham (66%), Hampton Inn (64%), La Quinta Inn (64%), Sheraton (64%), Courtyard by Marriott (61%), Best Western (61%), Comfort Inn (60%), Hyatt (60%), Quality Inn (60%), Holiday Inn (59%), Crowne Plaza (55%), Radisson (55%), Westin (54%), Super 8 (50%), Fairfield Inn (48%), Days Inn (46%), and Motel 6 (41%),
- Holiday Inn Express (+3 points) and Residence Inn (+2 points) were the only hotels to improve their ratings between 2015 and 2016.
- Fairfield Inn (-17 points), Courtyard by Marriott (-13 points), and Westin (-13 points), declined by the most percentage-points between 2015 and 2016.
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% or above is considered "good," and a score of 80% or above is considered "excellent." In this year's Temkin Experience Ratings, 20% of companies earned a "good" or "excellent" score, while 44% received a "poor" or "very poor" score.
The 2016 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report, "2016 Temkin Experience Ratings," is available for download at the Customer Experience Matters® blog (ExperienceMatters.wordpress.com) and at the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
*Customer Experience Matters is a registered trademark of Temkin Group.
SOURCE Temkin Group
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