September 18, 2013

Medallia Identifies Top-Rated Hotel Brands Through Analysis of Consumer Opinion in Social Media

Quarterly reports also highlight most improved brands year-over-year

PALO ALTO, California, September 18, 2013 — Medallia® ( the global leader in SaaS Customer Experience Management (CEM) solutions, has issued its quarterly analysis of social media data to rank the top-rated and most improved hotels in the U.S. Medallia identified Four Seasons, Omni, Cambria Suites, Hampton Inn & Suites, Candlewood, and Microtel Inn & Suites as the top-rated brands in their respective tiers in the second quarter of 2013.

Using the Medallia Social Feedback solution, Medallia analyzed the data across widely accepted hotel classification tiers, positioned each hotel brand by percentage of positive reviews and year-over-year change, and provided compelling rankings across tiers. The six tiers include Luxury, Upper Upscale, Upscale, Upper Midscale, Midscale, and Economy. The reports compare scores to those from a year ago and also highlight the most improved brands and properties for the first two quarters in 2013.

“With hotel guests increasingly looking to social media and travel review sites to express their opinions on their lodging experience, we decided to use Medallia’s Social Feedback solution to find out which brands outperform in their respective tiers,” said Amy Pressman, co-founder and president of Medallia. “The results offer great insight into why certain brands lead or move up in the rankings, whether it’s the facilities, the check-in and check-out experiences, or the staff.”

Full reports of Medallia’s hospitality social media analysis for Q1 and Q2 2013 can be found at:

Q1 2013
Q2 2013 Report