Hilton Hotels Corporation Tops Industry in American Customer Satisfaction Index
BEVERLY HILLS, Calif.--(BUSINESS WIRE)--June 14, 2004--Hilton Hotels Corporation (NYSE:HLT) announced today that the company was ranked number one in the hotel industry for customer satisfaction, according to the latest statistics from the American Customer Satisfaction Index (ACSI). It is the third first-place ranking in five years for Hilton whose portfolio of over 2,100 hotels includes Hilton(R), Doubletree(R), Embassy Suites Hotels(R), Hampton Inn(R), Hampton Inn & Suites(R), Hilton Garden Inn(R) and Homewood Suites by Hilton(R).
"Hilton takes great pride in its ACSI rating, because it confirms that our owners, our franchisees and our team members are focused on delivering the quality service our guests expect from our hotels. This emphasis on our customers is demonstrated by our continued market share gains across our brands and our leading score in this study," said Matthew J. Hart, president and chief operating officer for Hilton Hotels Corporation. "We have the brands that customers want and we are committed to delivering the types of products and level of service that will keep us number one."
With a score of 77 points out of a possible 100, Hilton regained the leadership position among the six hotel companies mentioned in the survey. In addition to posting the highest score, Hilton also achieved the largest percentage increase (+4.10%) from 2003 to 2004.
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 Corporation is recognized internationally as a preeminent hospitality company. The company develops, owns, manages or franchises more than 2,100 hotels, resorts and vacation ownership properties. Its portfolio includes many of the world's best known and most highly regarded hotel brands, including Hilton(R), Conrad(R), Doubletree(R), Embassy Suites Hotels(R), Hampton Inn(R), Hampton Inn & Suites(R), Hilton Garden Inn(R), Hilton Grand Vacations Club(R) and Homewood Suites by Hilton(R).