Ranking the Big Hotel Brands and Loyalty Programs by Customer Satisfaction
Photo Credit: Hilton Amsterdam Airport Schiphol. Hilton Hotels & Resorts
Skift Take
Although most of the rankings fall in line with what you'd normally expect, there were a few surprises. It's also clear hotels have some work to do when it comes to their food quality, amenities, and loyalty programs.
When it comes to delivering customer satisfaction to American travelers, Hilton, Marriott, and Hyatt are tops, according to the latest report from the American Customer Satisfaction Index (ACSI).
While the rankings among these chains have been fairly stable in recent years, one area of concern may be hotel loyalty programs, which are poised for considerable change in coming years and saw their tallies take among the biggest plunges in satisfaction scores.
Each year, the ACSI conducts 70,000 interviews with consumers about their customer satisfaction with more than 300 companies in 43 industries, with travel being one of them. For each sector, ACSI asks industry-specific questions and it combines the scores from respondents into an ACSI score that ranges from 0 to 100.
It's also important to note that the ACSI scores are computed using American travelers' responses, so the brands listed in the report can skew more toward U.S.-based properties or internationally based ones.
