The hotel guest rating leaders are two familiar brands [download chain report]
The guests’ favourites, Marriott and Holiday Inn
Experts and industry watchers recently conducted a survey aimed at benchmarking the customer satisfaction from throughout 20 hospitality companies
Experts and industry watchers recently conducted a survey aimed at benchmarking the customer satisfaction from throughout 20 hospitality companies, and the top names are two companies that are likely very familiar to anyone within the hospitality industry: Marriott and Holiday Inn Express.
Those two mega hotel operators actually tied with 78 percent ratings for each, putting them at the top of the list for providing the best customer experience in the hotel industry. The survey that determined this took a look at 318 companies in 20 different industries. The shared 78 percent score earned by both Holiday Inn and Marriott landed the hotel giants at 34th place overall. Hampton Inn, the next best hotel company, landed in third place with a rating of 76 percent, which put it at 51st place on the list of all companies.
Other Hotel Chains Receiving Votes
Although Holiday Inn Express and Marriott scored best for delivering high quality customer experiences, over hotel companies also did well in the survey. Hampton Inn, as mentioned was third with 76 percent, while Hilton was not far behind that mark with 74 percent. Next, was a Mariott brand, that being Courtyard By Marriott, with 73 percent overall.
A Competitor Sees a Big Improvement
These high rankings for the giants of the hotel industry are great news in an era where traditional hospitality providers are being threatened by upstarts like the tech company Airbnb.
The bad news, however, was that Airbnb great improved its own ranking on this same survey. In fact, that company improved the most of any over the previous year, gaining 11 points. That put Airbnb at 67 percent, just behind La Quinta at 68 percent and Super 8 at 67 percent.
In terms of the biggest drop, that dubious distinction goes to Fairfield Inn, which had 66 percent, a ranking that represented a 9 point drop over the previous year.
The free report, “2018 Temkin Experience Ratings,” is available for download at the Customer Experience Matters® blog (ExperienceMatters.blog) and at the Temkin Group website, www.TemkinGroup.com.
“Every year there’s a battle across hotel chains for the customer experience crown, but we have to give special credit to Marriott for being at or near the top since 2011,” said Bruce Temkin, managing partner of Temkin Group in a statement.
Let’s take a look at a few other projects currently underway by Marriott International:
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