Benchmarks by Hotel Brand

The American Customer Satisfaction Index independently measures customer satisfaction with popular lodging brands offered by leading hoteliers in the U.S. market. The customer satisfaction benchmarks are based on randomly sampled interviews with recent hotel guests. The study expands ACSI coverage of the hospitality industry to provide ACSI clients with detailed customer satisfaction data at the brand level for competitive analysis.

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Hotel Brand Customer Satisfaction 2020*
Brand Parent Type** ACSI Score
(0-100 Scale)
AC Hotels Marriott Upscale 85
Hilton Hotels & Resorts Hilton Upper Upscale 83
Hilton Garden Inn Hilton Upscale 82
JW Marriott Marriott Luxury 82
Best Western Premier Best Western Upscale 81
DoubleTree Hilton Upscale 81
Embassy Suites Hilton Upper Upscale 81
Hampton Hilton Upper Midscale 81
Clarion Choice Upper Midscale 80
Courtyard Marriott Upscale 80
Grand Hyatt Hyatt Luxury 80
Marriott Hotels Marriott Upper Upscale 80
SpringHill Suites Marriott Upscale 80
Crowne Plaza Hotels & Resorts IHG Upscale 79
Fairfield Marriott Upper Midscale 79
Holiday Inn Express IHG Upper Midscale 79
理财投资产品home2 Suites Hilton Upper Midscale 79
Andaz Hyatt Luxury 78
Baymont Wyndham Midscale 78
理财投资产品homewood Suites Hilton Upscale 78
Hyatt Regency Hyatt Upper Upscale 78
Residence Inn Marriott Upscale 78
Wyndham Wyndham Upscale 78
Best Western Plus Best Western Upper Midscale 77
Westin Marriott Upper Upscale 77
Ascend Hotel Collection Choice Upscale 76
Candlewood Suites IHG Midscale 76
Holiday Inn IHG Upper Midscale 76
Hyatt Place Hyatt Upscale 76
Aloft Hotels Marriott Upscale 75
Best Western Best Western Midscale 75
Comfort Choice Upper Midscale 75
La Quinta Wyndham Upper Midscale 75
Sheraton Marriott Upper Upscale 75
Quality Choice Upper Midscale 72
Ramada Wyndham Midscale  69
Super 8 Wyndham Economy 68
Days Inn Wyndham Economy 66
Motel 6 G6 Hospitality Economy 65
Econo Lodge Choice Economy 62

*Results based on data collected April 2019-March 2020.
**Lodging type assigned per industry standards.

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