Southwest Airlines, Marriott and Holiday Inn Express Lead Travel Businesses in Latest CX Survey

For busy travelers, the difference between a good trip and a great trip can come down to one thing: having a great customer experience somewhere along the journey. And according to a new national survey released on Monday, April 2, the best bet of garnering that great customer experience can be found by flying Southwest Airlines and staying in either a Marriott or Holiday Inn Express hotel.
 
Each year the Massachusetts-based Temkin Group conducts a survey of more than 10,000 U.S. customers about their experiences with 318 brands in 20 different industries, and this year it ranked Southwest the best airline in terms of customer experience, while Holiday Inn Express and Marriott tied for the top of the hotel industry.
 
"Southwest Airlines continues to set the pace for customer experience in the airline industry, but Alaska Airlines is closing the gap," says Bruce Temkin, managing partner of Temkin Group. “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.”
 
Hampton Inn came in third, just two percentage points back, followed by Hilton. Interestingly, Airbnb saw the greatest increase in rankings, jumping 11 points over last year, finishing 13th overall despite not being a true hotel.
 
For airlines, Alaska Airlines came in second, followed by JetBlue and Virgin America.
 
In addition to hotels and airlines, Temkin also ranked auto dealers, banks, computer and tablet makers, credit card issuers, fast food chains, health plans, insurance carriers, investment firms, parcel delivery services, rental cars and transport, retailers, software firms, streaming media, supermarket chains, TV and appliance makers, TV/Internet service providers, utilities, and wireless carriers.
 
As a whole, supermarket chains scored the highest among the 20 industries, followed by fast food chains and retailers. TV/Internet providers and health plans scored the lowest as an industry.
 
The highest scoring businesses overall were: Wegmans supermarkets with 86 percent approval rating, followed by H-E-B supermarkets, Citizens Bank, A Credit Union, Publix supermarket and Subway restaurants at 83 percent.
 
To generate its ratings, Temkin surveys 10,000 U.S. consumers and asks them to evaluate their recent experiences 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?).
 
Those who score 70 percent or above are considered "good," while a score of 80 percent or above is considered "excellent," while a score below 60 percent is considered "poor."
 
The complete ranking of all 318 brand across the 20 industries—including a leaders and laggards listing—can be found online at  www.TemkinRatings.com or https://experiencematters.blog/

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