BEVERLY HILLS, Calif May 28, 2002 Demonstrating its continued strength in the competitive hospitality business, Hilton Hotels Corporation has regained the leadership position in the hotel industry for customer satisfaction, according to the latest statistics from the American Customer Satisfaction Index (ACSI). The company's portfolio of 2,000 hotels, which includes Hilton(R), Doubletree(R), Embassy Suites Hotels(R), Hampton Inn(R), Hampton Inn & Suites(R), Hilton Garden Inn(R) and Homewood Suites(R) 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 Corporation.
Hilton takes great pride in its ACSI customer satisfaction score, which confirms the results of an unparalleled focus and commitment by the 74,000 team members at our owned and managed hotel properties across the country to deliver the best in guest service, said Dieter Huckestein, president - hotel operations owned and managed for Hilton Hotels Corporation. From our expanding family of fine hotels in key markets throughout the U.S., to our highly respected HHonors(R) guest reward program, to innovative room amenities and history of outstanding guest service, we are proud of our endeavors and 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 regained the leadership position among the seven hotel companies mentioned in the survey. In addition to posting the highest score, Hilton also achieved the largest percentage increase (+2.7%) from 2001 to 2002. While the overall ACSI index for the hospitality industry has remained unchanged, Hilton's two main industry competitors saw their 2002 scores decline from the 2001 survey.
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 2,000 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(TM), Doubletree(R), Embassy Suites Hotels(R), Hampton Inn(R), Hampton Inn & Suites(R), Harrison Conference Centers(R), Hilton Garden Inn(R), Hilton Grand Vacations Company(R) and Homewood Suites(R) by Hilton.
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