BEVERLY HILLS, CA— Hilton Hotels Corp. reported that it received a top rating in the latest American Customer Satisfaction Index (ACSI). The company said its portfolio of 2,000 hotels, which includes Hilton, Doubletree, Embassy Suites Hotels, Hampton Inn, Hampton Inn & Suites, Hilton Garden Inn and Homewood Suites by Hilton, outdistanced all competitors in the annual survey. “We are particularly pleased with our ACSI rating, because it confirms that all of our hotel brands, our owners and franchisees and their employees are collectively focused on delivering the quality people come to expect from our hotels. This continued emphasis on the customer is demonstrated by our continued market share gains across all brands and our leading score in this study,” said Thomas Keltner, president/brand performance and franchise development group for Hilton Hotels Corp. “Hilton takes great pride in its ACSI customer satisfaction score,” added Dieter Huckestein, president/hotel operations owned and managed for Hilton. He said the company “will continue to strive towards capturing the leading customer satisfaction position in future years.” With a score of 76 points out of a possible 100, Hilton noted that it regained the leadership position among the seven hotel companies mentioned in the survey. In addition to posting the highest score, Hilton said it also achieved the largest percentage increase (+2.7%) from 2001 to 2002. 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 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.
