![](https://www.smartertravel.com/wp-content/webp-express/webp-images/doc-root/wp-content/uploads/2015/12/hotel-conciergebell-1000x500.jpg.webp)
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 FrequentFlier.com.
We hand-pick everything we recommend and select items through testing and reviews. Some products are sent to us free of charge with no incentive to offer a favorable review. We offer our unbiased opinions and do not accept compensation to review products. All items are in stock and prices are accurate at the time of publication. If you buy something through our links, we may earn a commission.
Related
Top Fares From
Today's Top Travel Deals
Brought to you by ShermansTravel
Greece: 8-Nt, Small-Group Tour, Incl. Aegina,...
Globus
![](https://d2619hvqn7b355.cloudfront.net/uploads/default_image/image/113/main_greece_2.jpg)
Amsterdam to Copenhagen: Luxe, 18-Night Northern...
Regent Seven Seas Cruises
![](https://d2619hvqn7b355.cloudfront.net/uploads/default_image/image/92/main_europe_2.jpg)
Ohio: Daily Car Rentals from Cincinnati
85OFF.com
![](https://d2619hvqn7b355.cloudfront.net/uploads/default_image/image/121/main_rental_car.jpeg)