HILTON PROVIDES THE PERFECT STAY IN NUNWOOD CUSTOMER EXPERIENCE 100

NEW YORK, NY 5/19/11 – HILTON has been voted America’s top hotel chain, in the inaugural Nunwood Customer Experience 100, a new national study by global customer experience specialist Nunwood.

The hotel group, whose worldwide headquarters is, based in McLean, Virginia, ranked 12th, with a score of 7.86 (out of 10), of the 100 top brands in the US for customer experience. In total, seven hotels made the final list.

MARRIOTT (7.78) came just behind Hilton in the Nunwood survey, ranked16th, ahead of HAMPTON INN SUITES (7.57) in 31st, COURTYARD BY MARRIOTT (7.48) ranked 44, HOLIDAY INN (7.46) five places on in 49, COMFORT INN & SUITES (7.27) in 70th and BEST WESTERN (7.25), which came in at 75.

Methodology

Nunwood’s in-depth study of 4,853 customers across the US discovered exactly WHY the top performers provide an exceptional customer experience – and what their competitors need to do to catch up. In March 2011, Nunwood surveyed customers about their experiences with more than 250 of America’s best-known brands.

Customers ranked four factors on a scale of 0 to 10: Would they recommend them, how did they meet their needs, were they easy or difficult to deal with, and how did each company meet their expectations?

The highlights showed that the overall top performers…

 0. Offer low prices AND high quality

 0. Provide a consistently branded experience.

 0. Listen to their customers – and swiftly rectify issues

 0. Consistently OVER-exceed customer expectations.

The message to America’s hotel industry is clear, according to Nunwood’s chief strategy officer, David Conway, who led the study. “The US hotel market is characterized by mediocrity – most hotels are average. What is intriguing in this sector is that the premium hotels are head and shoulders above their competitors,” said Conway.

“This tells us that Americans don’t mind spending a little more for quality service – that is true of Hilton and Marriott. Their customers get comfort and excellent service and therefore value for their money.

“The high-performing low-cost hotels did well because they have a different combination of modern facilities, cleanliness and courteous, helpful staff.”

Elsewhere, more than 40 of the top 100 US brands were retailers, while fast food restaurants and financial services companies each made up a fifth of the Nunwood list. In travel and tourism, just four airlines were featured.

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