Hilton Hotels Corp. Tops Industry in American Customer Satisfaction Index
BEVERLY HILLS, Calif. / May 16, 2000-- Demonstrating its continued leadership position in the competitive hospitality business, Hilton Hotels Corp. has received the top grade in the hotel industry for customer satisfaction, according to the latest statistics from the American Customer Satisfaction Index (ACSI).
The results were published in the May 15, 2000 issue of The Wall Street Journal. The company's portfolio of 1,800 hotels, which includes Hilton®, Doubletree®, Embassy Suites®, Hampton Inn®, Hampton Inn & Suites®, Harrison Conference Centers®, Hilton Garden Inn®, Homewood Suites® by Hilton, and Red Lion Hotels & Inns®, outdistanced all competitors in the annual survey.
"Hilton takes great pride in its ACSI customer satisfaction score, which confirms the results of an unparalleled focus and commitment by our 80,000 team members across the country to deliver the best in guest service," said Dieter Huckestein, president - hotel division for Hilton Hotels Corp.
"From our vastly expanding family of fine hotels in key markets throughout the U.S., to our highly respected HHonors® guest reward program, to innovative room amenities and leading-edge hotel technology, we are proud of our endeavors thus far and will continue to strive towards capturing the leading customer satisfaction position in future years."
With a score of 77 points out of a possible 100, Hilton ranked first out of six major hotel companies mentioned in the survey. In addition to posting the highest score, Hilton also achieved the second-largest percentage increase (+4.1%) from 1999 to 2000. While the overall ACSI index for the hospitality industry has remained unchanged, Hilton's two main industry competitors saw their 2000 scores decline from the 1999 survey.
"We are particularly pleased with our ACSI rating, because it confirms the accomplishment of one of our primary objectives in our integration with Promus Hotel Corp. last December," said Thomas Keltner, president - franchise hotel group for Hilton Hotels Corp. "All of our hotel brands are collectively focused on delivering the quality people come to expect from our hotels, and our continued emphasis on the customer is demonstrated by our leading score in this study."
The American Customer Satisfaction Index is produced through a partnership of the University of Michigan Business School, ASQ, and CFI Group, which measures customer satisfaction in the competitive hotel industry on a regular basis. The ACSI is updated on a rolling basis. New scores for the hotel industry replace those collected one year ago and are added to scores of five other sectors of the economy measured during the intervening year.
Hilton Hotels is recognized internationally as a pre-eminent hospitality company. Reservations can be made for any hotel or resort in the new family of Hilton brands through a professional travel agent or by contacting the following:
BRAND NAME WEB SITE ADDRESS PHONE (USA/CAN)
Hilton®
Centers®
Homewood Suites®
Inns®
Conrad International®
Outside the United States and Canada, reservations can be made by calling the nearest Hilton Reservations Worldwide office.