Hilton Transitions to Online Guest Satisfaction Surveys. New Guest Feedback Surpasses Expectations
PALO ALTO, CA—December 16, 2003—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.