American customer satisfaction index for hotel companies in the U.S. 2008-2019

Hilton and Marriott received a tied score of 80 out of 100 in 2019’s American Customer Satisfaction Index (ACSI). Both hotel companies have had an American Customer Satisfaction Index score of around 80 year-over-year as of 2008.

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 and Hampton by Hilton were the highest-rated upper mid-scale hotel brands in North America in 2019. Specifically, Dury Hotels received a score of almost 880 out of 1,000 on the guest satisfaction score. This score is roughly forty points higher than the upper mid-scale average. Regarding luxury hotel brands, The Ritz-Carlton, Loews Hotels & Resorts, and Park Hyatt were among the highest rated in North America in 2019. The Ritz-Carlton was rated the best luxury hotel, with a customer satisfaction score of just over 880.

Hotel sales revenue

Of the largest hotel groups worldwide, Marriott International and Hilton Worldwide also generated the highest amount of sales revenue in 2018. Marriott International earned roughly 21 billion U.S. dollars that year.

American customer satisfaction index scores for hotel companies in the United States from 2008 to 2019*

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Release date

July 2019


United States

Survey time period

2008 to 2019

Supplementary notes

*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.
Date given is date accessed.

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Statistics on "Hotels in the United States "

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