Hilton received the highest score of 81 out of 100 in the 2024 American Customer Satisfaction Index (ACSI). This was followed by Marriott with a score of 79. Meanwhile, the average ACSI score for lodging companies in the U.S. was 77 in 2024.
Highest-rated brands
The ACSI is an economic indicator used to measure the satisfaction of consumers across the U.S. economy and various industries. According to J.D. Power’s guest satisfaction index, which focuses on American and Canadian guests, Dury Hotels was the highest-rated upper mid-scale hotel brands in North America in 2022. Specifically, Dury Hotels received a score of 877 out of 1,000 on the guest satisfaction score. Regarding luxury hotel brands, Ritz-Carlton, Four Seasons, and Waldrof Astoria Hotels & Resorts were among the highest rated in North America in 2022. As of May 2022, U.S. and Canadian hotel guests rated The Ritz Carlton as the best luxury hotel, with an overall score of 885 out of 1,000.
Hotel sales revenue
Of the largest hotel brands worldwide, Marriott International Inc. was the leading hotel and resort company worldwide by sales revenue in 2021. The company earned 13.8 billion U.S. dollars that year. Meanwhile, MGM Resorts International was the second leading hotel and resort company by sales that year.
American Customer Satisfaction Index scores for lodging companies in the United States from 2008 to 2024, by company
The American Customer Satisfaction Index (ACSI) scores on a 0-100 scale at the national level with 100 being the highest and best possible score. The ACSI is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares. Subjects of investigation are 10 economic sectors, 47 industries (including e-commerce and e-business), more than 225 companies, and over 200 federal or local government services. InterContinental Hotels Group changed its name to IHG in 2021.
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ACSI®. (April 23, 2024). American Customer Satisfaction Index scores for lodging companies in the United States from 2008 to 2024, by company [Graph]. In Statista. Retrieved December 21, 2024, from https://www.statista.com/statistics/195102/customer-satisfaction-with-hotels-in-the-us-since-2008/
ACSI®. "American Customer Satisfaction Index scores for lodging companies in the United States from 2008 to 2024, by company ." Chart. April 23, 2024. Statista. Accessed December 21, 2024. https://www.statista.com/statistics/195102/customer-satisfaction-with-hotels-in-the-us-since-2008/
ACSI®. (2024). American Customer Satisfaction Index scores for lodging companies in the United States from 2008 to 2024, by company . Statista. Statista Inc.. Accessed: December 21, 2024. https://www.statista.com/statistics/195102/customer-satisfaction-with-hotels-in-the-us-since-2008/
ACSI®. "American Customer Satisfaction Index Scores for Lodging Companies in The United States from 2008 to 2024, by Company ." Statista, Statista Inc., 23 Apr 2024, https://www.statista.com/statistics/195102/customer-satisfaction-with-hotels-in-the-us-since-2008/
ACSI®, American Customer Satisfaction Index scores for lodging companies in the United States from 2008 to 2024, by company Statista, https://www.statista.com/statistics/195102/customer-satisfaction-with-hotels-in-the-us-since-2008/ (last visited December 21, 2024)
American Customer Satisfaction Index scores for lodging companies in the United States from 2008 to 2024, by company [Graph], ACSI®, April 23, 2024. [Online]. Available: https://www.statista.com/statistics/195102/customer-satisfaction-with-hotels-in-the-us-since-2008/
