Large-Scale Research Study Rates More Than 200 Companies Across 18 Industries Based on Feedback Survey of 10,000 U.S. Consumers
WABAN, Mass., March 5, 2012 — A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 12 hotel brands: Best Western, Comfort Inn, Courtyard By Marriott, Days Inn, Hampton Inn, Hilton, Holiday Inn, Holiday Inn Express, Hyatt, Marriott, Motel 6, and Super 8.
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.
"Many of the hotel brands in our study aren't delivering the level of hospitality that consumers want," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
The Temkin Experience Ratings evaluates three dimensions of customer experience:
- Functional: Does the company meet consumers' needs?
- Accessible: How easy is it for consumers to do what they are trying to do?
- Emotional: How do consumers feel about their interactions with companies?
Other highlights from the research include:
- Hampton Inn and Marriott received the highest Functional ratings, while Motel 6 and Days Inn received the lowest.
- Courtyard By Marriott received the highest Accessible ratings, while Days Inn received the lowest.
- Hampton Inn and Marriott received the highest Emotional ratings, while Super 8 and Motel 6 received the lowest.
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com. The data can be accessed from the Temkin Ratings website, http://www.temkinratings.com.
For more information about Temkin Group, visit http://www.temkingroup.com.
About the author, Bruce Temkin
Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the author of a very popular blog, Customer Experience Matters. Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
About Temkin Group
Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer‐centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience results. For more information, contact Bruce Temkin at 617-916-2075 or Email.
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