New guest feedback program surpasses expectations.

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 property."

"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."

Medallia, Inc. is a technology-enabled customer experience measurement company, specializing in industry-wide solutions. Medallia's hospitality product provides multi-property hotel companies with a comprehensive and cost-effective solution for guest satisfaction tracking and guest recovery. For more information, visit www.medallia.com, or contact Medallia, Inc. at 650-321-3000.

Hilton Hotels Corporation is recognized internationally as a preeminent hospitality company. The company develops, owns, manages or franchises more than 2,100 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(R), Doubletree(R), Embassy Suites Hotels(R), Hampton Inn(R), Hampton Inn & Suites(R), Hilton Garden Inn(R), Hilton Grand Vacations Company(R) and Homewood Suites by Hilton(R).

NOTE: HHonors(R) trademark is owned by Hilton HHonors Worldwide, L.L.C. Hilton HHonors membership, earning of Points & Miles(R), and redemption of points are subject to HHonors Terms and Conditions.