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Marriott on Top in Forrester Customer Experience Study

Forrester Research this week released its annual study ranking the customer experience at 175 large U.S. companies, including airlines, hotels, and rental-car companies.

Results of the Customer Experience Index, 2014 study were based on respondents’ answers to three questions:

1. How enjoyable were they to do business with?

2. How easy were they to do business with?

3. How effective were they at meeting your needs?

Of the 14 hotel brands included in the 2014 study, Courtyard by Marriott took the top spot; Wyndham ranked last. The scores, on a 100-point scale:

  • Courtyard by Marriott: 90
  • Marriott Hotels: 87
  • Hilton: 84
  • Hyatt: 83
  • Hampton Inn: 82
  • La Quinta: 82
  • Holiday Inn Express: 81
  • Embassy Suites: 79
  • Best Western: 79
  • Holiday Inn: 78
  • Hilton Garden Inns: 77
  • Comfort Inn: 74
  • Days Inn: 74
  • Wyndham: 68

As with the airline section of Forrester’s study, the hotel rankings remained mostly the same from 2013 to 2014. The biggest year-over-year change was Wyndham, which fell from mid-pack in 2013 to last place in 2014.

Reader Reality Check

How do Forrester’s results compare with your own experience with these hotels?

This article originally appeared on

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