June 4, 2009

Customer Experience Index 2008 Snapshot: Hotels

Hampton Inn and Marriott Top the List

This is the 11th document in the "Customer Experience Index, 2008" series.

by Bruce D. Temkin

with William Chu, Henry H. Harteveldt, Angela Beckers

Executive Summary (This is a document excerpt)

Forrester asked more than 4,500 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document, we examine the six large hotels in the index. Hampton Inn and Marriott garnered top honors in the overall CxPi. Comfort Inn, on the other hand, took last place.

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