26
NPS
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Hilton is ranked #84 in Global Top 100 BrandsAwards & Recognition
Hilton is ranked #84 in Global Top 100 Brands
Awards & Recognition
About Hilton's Brand
Hilton Worldwide, a hospitality company, owns luxury and full-service hotels and resorts, extended-stay suites, and focused-service hotels. Hilton’s brand is ranked #84 in the list of Global Top 100 Brands, a carefully curated list of recognized brands as rated by customers of Hilton. When compared to other organizations within the Travel and Hospitality industry, Hilton is ranked #10. Among its major competitors, Hilton is ranked in 3rd place for NPS while Ritz-Carlton is 1st, and Hyatt is 2nd. Overall, Hilton has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $32.46B
Brand at a Glance
78%
Customer Loyalty
3.8/5
Product Quality
3.7/5
Pricing
3.8/5
Customer Service
Hilton Ranking
- #84 / 100 in Global Best Brands
- #10 in Travel and Hospitality
- #3 / 4 of its competitors
Hilton NPS
Hilton's Net Promoter Score (NPS) is a 26 with 54% Promoters, 18% Passives, and 28% Detractors. Net Promoter Score tracks whether Hilton's customers would recommend using the product based on a scale of -100 to 100.
Hilton Overall NPS
| 54% | Promoters |
|---|---|
| 18% | Passives |
| 28% | Detractors |
Hilton NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2025 26 | Feb 2025 | 26 |
Mar 2025 26 | Mar 2025 | 26 |
Apr 2025 26 | Apr 2025 | 26 |
May 2025 26 | May 2025 | 26 |
Jun 2025 26 | Jun 2025 | 26 |
Jul 2025 26 | Jul 2025 | 26 |
Aug 2025 26 | Aug 2025 | 26 |
Sep 2025 26 | Sep 2025 | 26 |
Oct 2025 26 | Oct 2025 | 26 |
Nov 2025 26 | Nov 2025 | 26 |
Dec 2025 26 | Dec 2025 | 26 |
Jan 2026 27 | Jan 2026 | 27 |
How Other Brands Compare
Hilton is ranked third for NPS among its competitors. Ritz-Carlton and Hyatt come in first and second, with Marriott coming in at #4. Among those competitors, it is the third most valued company behind Ritz-Carlton.
 Hilton |  Ritz-Carlton |  Marriott |  Hyatt | |
| Global Ranking | #84 | #49 | #79 | #170 |
| NPS | 26 | 38 | 15 | 32 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | - | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $32.46B | $44.20B | $44.20B | $3.28B |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Hilton NPS by Gender
Female customers rated Hilton's NPS 1 points higher than Male customers.
Male
24
Hilton's NPS was rated 24 by Male customers on Comparably.
52%
Promoters
20%
Passives
28%
Detractors
Female
25
Hilton's NPS was rated 25 by Female customers on Comparably.
55%
Promoters
15%
Passives
30%
Detractors
Hilton NPS by Ethnicity
Hilton's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1 | Caucasian | 1 |
Hispanic or Latino 68 | Hispanic or Latino | 68 |
African American/Black 45 | African American/Black | 45 |
Asian or Pacific Islander 46 | Asian or Pacific Islander | 46 |
Other 11 | Other | 11 |
Hilton NPS by Age
Hilton's NPS was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
Hilton NPS by Usage
Hilton's NPS was rated the highest by customers who have used Hilton's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 18 | Less than 1 Year | 18 |
1 to 2 Years 27 | 1 to 2 Years | 27 |
2 to 5 Years 44 | 2 to 5 Years | 44 |
5 to 10 Years 26 | 5 to 10 Years | 26 |
Over 10 Years 19 | Over 10 Years | 19 |
Hilton NPS vs. Competitors
Compared to its competitors, Hilton's NPS is rated right above Marriott, and is preceded by Hyatt.
| COMPANY | NPS Score | |
|---|---|---|
| Ritz-Carlton | 38 |
| Hyatt | 32 |
| Hilton | 26 |
| Marriott | 15 |
 | Loews Hotels | 6 |
 | Holiday Inn | -23 |
Hilton NPS vs Companies in Travel and Hospitality
In the Travel and Hospitality industry, Hilton's NPS is rated right above Airbnb, and is preceded by Starbucks.
| COMPANY | NPS Score | |
|---|---|---|
 | In-N-Out Burger | 63 |
 | Southwest Airlines | 47 |
 | Delta Air Lines | 43 |
| Ritz-Carlton | 38 |
 | Starbucks | 30 |
| Hilton | 26 |
 | Airbnb | 24 |
 | Chipotle | 16 |
 | Dunkin' | 12 |
Hilton Customer Reviews
Out of the 69 Hilton customer reviews 46 were positive and 23 were constructive. Hilton customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Hilton Customer Loyalty
78%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
78% of Hilton users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Hilton Customer Loyalty Score by Gender
Male customers rated Hilton's Customer Loyalty score 3% higher than Female customers.
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Male
83%
Yes
Female
80%
Yes
Hilton Customer Loyalty Score by Ethnicity
Hilton's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Hilton.
84
out of 100
Caucasian
71
out of 100
Hispanic or Latino
81
out of 100
African American/Black
85
out of 100
Asian or Pacific Islander
80
out of 100
Other
Hilton Customer Loyalty Score by Age
Hilton's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 26-30.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 74% | 18-25 | 74% |
26-30 67% | 26-30 | 67% |
31-35 96% | 31-35 | 96% |
36-40 73% | 36-40 | 73% |
41-45 73% | 41-45 | 73% |
46-50 91% | 46-50 | 91% |
51-55 94% | 51-55 | 94% |
56-60 91% | 56-60 | 91% |
61-65 78% | 61-65 | 78% |
66+ 82% | 66+ | 82% |
Hilton Customer Loyalty Score by Usage
Hilton's Customer Loyalty score was rated the highest by customers who have used Hilton's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Hilton Customer Loyalty Score by Industry
Hilton's Customer Loyalty score was rated the highest by Chemicals industry customers, and the lowest by Retail industry customers.
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Hilton Customer Loyalty vs. Competitors
Compared to its competitors, Hilton's Customer Loyalty score is rated right above Holiday Inn, and is preceded by Hyatt.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Marriott | 81% |
| Ritz-Carlton | 80% |
| Hyatt | 79% |
| Hilton | 78% |
| Holiday Inn | 70% |
| Loews Hotels | 62% |
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Customer Loyalty for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Hilton's Customer Loyalty score is rated right above Starbucks, and is preceded by Ritz-Carlton.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| In-N-Out Burger | 88% |
| Southwest Airlines | 85% |
| Delta Air Lines | 83% |
| Dunkin' | 80% |
| Ritz-Carlton | 80% |
| Hilton | 78% |
| Starbucks | 78% |
| Chipotle | 76% |
| Airbnb | 76% |
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Hilton Product Quality
3.8/5
Hilton has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Hilton Product Information
Hilton’s product quality score is a 3.8 out of 5 as rated by its users and customers. Reviewers from the Business and Consumer Services industry rated Hilton's product the highest. Reviewers from the Tech industry rated Hilton the lowest at 3.9.
- Company Size
- 10,000+ Employees
Industry
Hospitality
Quick Insights into Hilton Product Quality
Hilton's Product Quality score was rated highest by customers from the Business and Consumer Services industry, and rated lowest by customers from the Legal industry.
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Ranked Hilton Product Quality the Highest
Ranked Hilton Product Quality the Lowest
Hilton Product Quality Score by Gender
Hilton's Product Quality score was rated 3.7 by both Female and Male customers on Comparably.
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Male
3.7/5
Female
3.7/5
Hilton Product Quality Score by Ethnicity
Hilton's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.2 | Caucasian | 3.2 |
Hispanic or Latino 4.3 | Hispanic or Latino | 4.3 |
African American/Black 3.9 | African American/Black | 3.9 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Other 3.7 | Other | 3.7 |
Hilton Product Quality Score by Age
Hilton's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 4 | 26-30 | 4 |
31-35 4.2 | 31-35 | 4.2 |
36-40 4.2 | 36-40 | 4.2 |
41-45 3.6 | 41-45 | 3.6 |
46-50 3.6 | 46-50 | 3.6 |
51-55 3.7 | 51-55 | 3.7 |
56-60 3.2 | 56-60 | 3.2 |
61-65 2.8 | 61-65 | 2.8 |
66+ 2.5 | 66+ | 2.5 |
Hilton Product Quality Score by Usage
Hilton's Product Quality score was rated the highest by customers who have used Hilton's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Hilton Product Quality Score by Industry
Hilton's Product Quality score was rated the highest by Business and Consumer Services industry customers, and the lowest by Legal industry customers.
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Hilton Product Quality vs. Competitors
Compared to its competitors, Hilton's Product Quality score is rated right above Marriott, and is preceded by Ritz-Carlton.
| COMPANY | Product Quality Score | |
|---|---|---|
| Hyatt | 4.1/5 |
| Ritz-Carlton | 4/5 |
| Hilton | 3.8/5 |
| Marriott | 3.5/5 |
| Loews Hotels | 3.3/5 |
| Holiday Inn | 2.6/5 |
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Product Quality for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Hilton's Product Quality score is rated right above Chipotle, and is preceded by Ritz-Carlton.
| COMPANY | Product Quality Score | |
|---|---|---|
| In-N-Out Burger | 4.5/5 |
| Southwest Airlines | 4.1/5 |
| Starbucks | 4.1/5 |
| Delta Air Lines | 4.1/5 |
| Ritz-Carlton | 4/5 |
| Hilton | 3.8/5 |
| Chipotle | 3.8/5 |
| Airbnb | 3.7/5 |
| Dunkin' | 3.6/5 |
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Hilton Pricing
Hilton ROI & Value For Money
3.7/5
Hilton has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Hilton Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Business and Consumer Services industry. The users from the Government and Public Policy industry think that they had the lowest ROI from Hilton.
Quick Insights into Hilton ROI
Hilton's ROI score was rated highest by customers from the Business and Consumer Services industry, and rated lowest by customers from the Legal industry.
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Ranked Hilton ROI the Highest
Ranked Hilton ROI the Lowest
Hilton ROI Score by Gender
Hilton's ROI score was rated 3.5 by both Female and Male customers on Comparably.
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Male
3.5/5
Female
3.5/5
Hilton ROI Score by Ethnicity
Hilton's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 3.8 | African American/Black | 3.8 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 3.4 | Other | 3.4 |
Hilton ROI Score by Age
Hilton's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.8 | 26-30 | 3.8 |
31-35 3.8 | 31-35 | 3.8 |
36-40 4 | 36-40 | 4 |
41-45 3.5 | 41-45 | 3.5 |
46-50 3.4 | 46-50 | 3.4 |
51-55 3.5 | 51-55 | 3.5 |
56-60 3.1 | 56-60 | 3.1 |
61-65 2.7 | 61-65 | 2.7 |
66+ 2.5 | 66+ | 2.5 |
Hilton ROI Score by Usage
Hilton's ROI score was rated the highest by customers who have used Hilton's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Hilton ROI Score by Industry
Hilton's ROI score was rated the highest by Business and Consumer Services industry customers, and the lowest by Legal industry customers.
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Hilton Pricing vs. Competitors
Compared to its competitors, Hilton's ROI score is rated right above Loews Hotels, and is preceded by Ritz-Carlton.
| COMPANY | Pricing Score | |
|---|---|---|
| Hyatt | 3.9/5 |
| Ritz-Carlton | 3.8/5 |
| Hilton | 3.7/5 |
| Loews Hotels | 3.5/5 |
| Marriott | 3.4/5 |
| Holiday Inn | 2.5/5 |
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ROI for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Hilton's ROI score is rated right above Starbucks, and is preceded by Ritz-Carlton.
| COMPANY | Pricing Score | |
|---|---|---|
| In-N-Out Burger | 4.4/5 |
| Southwest Airlines | 4/5 |
| Delta Air Lines | 3.9/5 |
| Ritz-Carlton | 3.8/5 |
| Hilton | 3.7/5 |
| Starbucks | 3.6/5 |
| Airbnb | 3.5/5 |
| Chipotle | 3.5/5 |
| Dunkin' | 3.4/5 |
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Hilton Customer Satisfaction (CSAT)
Hilton Customer Satisfaction (CSAT) Score
74 / 100
Hilton has an overall Customer Satisfaction score of 74 rated by its users and customers.
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Very Satisfied
46%
Satisfied
28%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
5%
Very Dissatisfied
14%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Hilton Customer Satisfaction
Hilton's Customer Satisfaction score was rated highest by Hispanic or Latino customers, and rated lowest by customers from the Retail industry.
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Ranked Hilton Customer Satisfaction the Highest
Ranked Hilton Customer Satisfaction the Lowest
Hilton Customer Satisfaction Score by Gender
Female customers rated Hilton's Customer Satisfaction score 8 points higher than Male customers.
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66 / 100
MaleVery Satisfied | 38% | |
|---|---|---|
Satisfied | 28% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 5% | |
Very Dissatisfied | 20% |
74 / 100
FemaleVery Satisfied | 47% | |
|---|---|---|
Satisfied | 27% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 6% | |
Very Dissatisfied | 15% |
Hilton Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Hilton's Customer Satisfaction (CSAT) score was rated 55% according to Caucasian users and customers.
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55 / 100
Very Satisfied
33%
Satisfied
22%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
12%
Very Dissatisfied
23%
CSAT according to Hispanic or Latino
Hilton's Customer Satisfaction (CSAT) score was rated 92% according to Hispanic or Latino users and customers.
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92 / 100
Very Satisfied
63%
Satisfied
29%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
8%
CSAT according to African American/Black
Hilton's Customer Satisfaction (CSAT) score was rated 77% according to African American/Black users and customers.
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77 / 100
Very Satisfied
57%
Satisfied
20%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
0%
Very Dissatisfied
17%
CSAT according to Asian or Pacific Islander
Hilton's Customer Satisfaction (CSAT) score was rated 90% according to Asian or Pacific Islander users and customers.
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90 / 100
Very Satisfied
41%
Satisfied
49%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
0%
Very Dissatisfied
3%
CSAT according to Other
Hilton's Customer Satisfaction (CSAT) score was rated 73% according to Other users and customers.
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73 / 100
Very Satisfied
46%
Satisfied
27%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
2%
Very Dissatisfied
22%
Hilton Customer Satisfaction Score by Age
Hilton's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 89% | |||||||||||||||
| 26-30 | 89% | |||||||||||||||
| 31-35 | 80% | |||||||||||||||
| 36-40 | 80% | |||||||||||||||
| 41-45 | 66% | |||||||||||||||
| 46-50 | 67% | |||||||||||||||
| 51-55 | 65% | |||||||||||||||
| 56-60 | 53% | |||||||||||||||
| 61-65 | 36% | |||||||||||||||
| 66+ | 38% |
Hilton Customer Satisfaction Score by Usage
Hilton's Customer Satisfaction score was rated the highest by customers who have used Hilton's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Hilton Customer Satisfaction Score by Industry
Hilton's Customer Satisfaction score was rated the highest by Business and Consumer Services industry customers, and the lowest by Retail industry customers.
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{
"title": "Hilton Customer Satisfaction Score by Industry",
"text": "Hilton's Customer Satisfaction score was rated the highest by Business and Consumer Services industry customers, and the lowest by Retail industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 74,
"stars": 0,
"csatScore": 74,
"text": "Hilton's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 74
},
{
"label": "Accounting",
"groupId": 495,
"score": 76,
"stars": 0,
"csatScore": 76,
"text": "Hilton's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 76
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 51,
"stars": 0,
"csatScore": 51,
"text": "Hilton's Customer Satisfaction score is rated by Aerospace and Aviation customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 51
},
{
"label": "Architecture and Planning",
"groupId": 498,
"score": 76,
"stars": 0,
"csatScore": 76,
"text": "Hilton's Customer Satisfaction score is rated by Architecture and Planning customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 76
},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 63,
"stars": 0,
"csatScore": 63,
"text": "Hilton's Customer Satisfaction score is rated by Arts and Entertainment customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 63
},
{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Hilton's Customer Satisfaction score is rated by Banking and Financial Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 90,
"stars": 0,
"csatScore": 90,
"text": "Hilton's Customer Satisfaction score is rated by Business and Consumer Services customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 90
},
{
"label": "Construction",
"groupId": 510,
"score": 75,
"stars": 0,
"csatScore": 75,
"text": "Hilton's Customer Satisfaction score is rated by Construction customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 75
},
{
"label": "Consulting",
"groupId": 511,
"score": 40,
"stars": 0,
"csatScore": 40,
"text": "Hilton's Customer Satisfaction score is rated by Consulting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 40
},
{
"label": "Education",
"groupId": 515,
"score": 66,
"stars": 0,
"csatScore": 66,
"text": "Hilton's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 66
},
{
"label": "Government and Public Policy",
"groupId": 521,
"score": 50,
"stars": 0,
"csatScore": 50,
"text": "Hilton's Customer Satisfaction score is rated by Government and Public Policy customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 50
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 65,
"stars": 0,
"csatScore": 65,
"text": "Hilton's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 65
},
{
"label": "Hospitality",
"groupId": 523,
"score": 84,
"stars": 0,
"csatScore": 84,
"text": "Hilton's Customer Satisfaction score is rated by Hospitality customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 84
},
{
"label": "Insurance",
"groupId": 526,
"score": 75,
"stars": 0,
"csatScore": 75,
"text": "Hilton's Customer Satisfaction score is rated by Insurance customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 75
},
{
"label": "Legal",
"groupId": 529,
"score": 37,
"stars": 0,
"csatScore": 37,
"text": "Hilton's Customer Satisfaction score is rated by Legal customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 37
},
{
"label": "Travel and Hospitality",
"groupId": 530,
"score": 72,
"stars": 0,
"csatScore": 72,
"text": "Hilton's Customer Satisfaction score is rated by Travel and Hospitality customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 72
},
{
"label": "Marketing, Advertising and Research",
"groupId": 535,
"score": 75,
"stars": 0,
"csatScore": 75,
"text": "Hilton's Customer Satisfaction score is rated by Marketing, Advertising and Research customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 75
},
{
"label": "Real Estate",
"groupId": 554,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Hilton's Customer Satisfaction score is rated by Real Estate customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Retail",
"groupId": 559,
"score": 34,
"stars": 0,
"csatScore": 34,
"text": "Hilton's Customer Satisfaction score is rated by Retail customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 34
}
]
}Hilton Customer Satisfaction vs. Competitors
Compared to its competitors, Hilton's Customer Satisfaction score is rated right above Marriott, and is preceded by Ritz-Carlton.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Hyatt | 81% |
| Ritz-Carlton | 78% |
| Hilton | 74% |
| Marriott | 64% |
| Loews Hotels | 57% |
| Holiday Inn | 40% |
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Customer Satisfaction for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Hilton's Customer Satisfaction score is rated right above Airbnb, and is preceded by Ritz-Carlton.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| In-N-Out Burger | 87% |
| Starbucks | 84% |
| Southwest Airlines | 81% |
| Delta Air Lines | 79% |
| Ritz-Carlton | 78% |
| Hilton | 74% |
| Airbnb | 72% |
| Dunkin' | 65% |
| Chipotle | 62% |
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Hilton Customer Service
3.8/5
Hilton has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Hilton's Customer Service
Address
7930 Jones Branch Dr., Mclean, VA 22102
Website
http://www.hiltonworldwide.com
Phone Number
+1-703-883-1000
Hilton's Social Links
Quick Insights into Hilton Customer Service
Hilton's Customer Service score was rated highest by customers from the Business and Consumer Services industry, and rated lowest by customers from the Retail industry.
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Ranked Hilton Customer Service the Highest
Ranked Hilton Customer Service the Lowest
Hilton Customer Service Score by Gender
Female customers rated Hilton's Customer Service score 0.1 stars higher than Male customers.
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Male
3.6/5
Female
3.7/5
Hilton Customer Service Score by Ethnicity
Hilton's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.2 | Caucasian | 3.2 |
Hispanic or Latino 4.2 | Hispanic or Latino | 4.2 |
African American/Black 4.1 | African American/Black | 4.1 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 3.4 | Other | 3.4 |
Hilton Customer Service Score by Age
Hilton's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 3.8 | 26-30 | 3.8 |
31-35 4.1 | 31-35 | 4.1 |
36-40 4.1 | 36-40 | 4.1 |
41-45 3.5 | 41-45 | 3.5 |
46-50 3.5 | 46-50 | 3.5 |
51-55 3.4 | 51-55 | 3.4 |
56-60 3 | 56-60 | 3 |
61-65 2.7 | 61-65 | 2.7 |
66+ 2.9 | 66+ | 2.9 |
Hilton Customer Service Score by Usage
Hilton's Customer Service score was rated the highest by customers who have used Hilton's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Hilton Customer Service Score by Industry
Hilton's Customer Service score was rated the highest by Business and Consumer Services industry customers, and the lowest by Retail industry customers.
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Hilton Customer Service vs. Competitors
Compared to its competitors, Hilton's Customer Service score is rated right above Loews Hotels, and is preceded by Hyatt.
| COMPANY | Customer Service Score | |
|---|---|---|
| Ritz-Carlton | 4/5 |
| Hyatt | 4/5 |
| Hilton | 3.8/5 |
| Loews Hotels | 3.4/5 |
| Marriott | 3.4/5 |
| Holiday Inn | 2.5/5 |
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Customer Service for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Hilton's Customer Service score is rated right above Chipotle, and is preceded by Ritz-Carlton.
| COMPANY | Customer Service Score | |
|---|---|---|
| In-N-Out Burger | 4.5/5 |
| Southwest Airlines | 4.1/5 |
| Starbucks | 4.1/5 |
| Delta Air Lines | 4/5 |
| Ritz-Carlton | 4/5 |
| Hilton | 3.8/5 |
| Chipotle | 3.6/5 |
| Airbnb | 3.5/5 |
| Dunkin' | 3.4/5 |
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Hilton as an Employer
3.1/5
Hilton has a 3.1/5 stars for its overall company culture rated by their employees
bottom
45%
Consumer vs. Employees
Hilton scored a 26 for Net Promoter Score and a -7 for Employee Net Promoter Score. NPS gauges how likely a customer of Hilton would recommend the brand to a friend. ENPS measures how likely Hilton employees would recommend working at Hilton to a friend.
Net Promoter Score
26
NPS Score
| 54% | Promoters |
|---|---|
| 18% | Passive |
| 28% | Detractors |
Employee Net Promoter Score
-7
eNPS Score
| 40% | Promoters |
|---|---|
| 13% | Passive |
| 47% | Detractors |
Global Ranking Snapshot
Hilton is ranked #84 in the Global Top 100 Brands. It ranks just behind Tommy Hilfiger and just ahead of McDonald's.
| RANK | COMPANY | CEO | INDUSTRY | ||
|---|---|---|---|---|---|
82 |  | Toyota |  | Akio Toyoda | Automotive and Transportation |
83 |  | Tommy Hilfiger |  | Martijn Hagman | Fashion and Beauty |
84 | | Hilton | | Christopher Nassetta | Travel and Hospitality |
85 |  | McDonald's |  | Chris Kempczinski | Food and Beverages |
86 |  | The Home Depot |  | Ted Decker | Retail |
87 |  | Baskin Robbins |  | Dave Hoffmann | Travel and Hospitality |
88 |  | Mastercard |  | Michael Miebach | Banking and Financial Services |
Travel and Hospitality Ranking Snapshot
Hilton is ranked #10 in the Travel and Hospitality Industry. It ranks just behind Marriott and just ahead of Baskin Robbins.
| RANK | COMPANY | Location | |
|---|---|---|---|
8 | | Airbnb | San Francisco, CA |
9 | | Marriott | Bethesda, MD |
10 | | Hilton | Mclean, VA |
11 | | Baskin Robbins | Canton, MA |
12 |  | Uber | San Francisco, CA |
13 |  | Domino's Pizza | Ann Arbor, MI |
14 |  | Six Flags | Grand Prairie, TX |
