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?

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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 FrequentFlier.com.