Hilton understands the link between a good experience and customer loyalty. Buckingham Research conducts Hilton’s guest satisfaction research, monitoring service at hotels all around the world.

There are two key pieces of information in this type of work.

First, to understand how a customer’s satisfaction affects their loyalty. We isolated this relationship by merging satisfaction ratings with spending patterns drawn from Hilton’s Honors loyalty scheme. This helps Hilton set meaningful guest satisfaction targets.

Next, which levers have the most impact on overall satisfaction and how big an improvement is needed to hit the targets? We conduct this analysis at individual hotels, helping managers focus on the areas that will have the biggest impact.