Hilton Hotels Transitions to Online GuestSatisfaction Surveys

  Hilton Hotels Corporation and Medallia, Inc. announced today that the
hotel company, with more than 2,100 hotels across the U.S., has begun the
transition of its guest satisfaction survey program for all its hotel
brands from mail to online.

Through its partnership with Medallia, Hilton Hotels Corporation began a
few months ago to obtain guest feedback online from a large proportion of
its customers staying at its Hilton, Hilton Garden Inn, Doubletree,
Embassy Suites Hotels, Hampton Inn, Hampton Inn & Suites, and Homewood
Suites by Hilton brand hotels. Survey response time was reduced from what
formerly took weeks, and in some cases months, to just several days after
a guest’s stay.

“The new survey program provides not only cost efficiencies, but allows us
to communicate with all levels of management, who are able to evaluate
guest feedback in real time, pinpoint any difficulties in service
delivery, and take appropriate action much sooner,” said Jim Hartigan,
Senior Vice President of Customer, Quality and Performance Support, Hilton
Hotels Corporation. “We now survey all members of our Hilton HHonors
frequent guest program online, and will see complete integration of
non-HHonors guests into the online guest survey program very soon.”

“Surveyed guests seemed to prefer the on-line method of satisfaction
surveys too, stating quite clearly that they preferred the improved
timeliness and convenience of the survey process. Hotel managers also have
found the new system responsive and powerfully informative, since the
program provides the very latest guest feedback results for their

“The rollout of Medallia’s solution was a very successful technology
launch, and was no small undertaking, given that each hotel brand has its
own unique questionnaire and program requirements,” added Hartigan.


“The Medallia system provides a fast and effective way for hotel
management to stay on top of the guest experience,” said Borge Hald,
Medallia’s Chief Executive Officer. “There are a lot of partial solutions
available on the market today, but the Medallia solution is truly a
360-degree customer feedback tool. We channel the guest feedback to
different levels of management using five different reporting modules, and
an integrated guest recovery system allows the company to pinpoint at-risk
customers and respond appropriately. The Medallia system is setting the
industry standard for guest feedback and response.”