Hilton is still begging for scores!

Email begging for a 10 on Hilton's feedback surveyI swear that I truly don't have anything against Hilton as a company. Truly, I stay in many Hilton properties and I am deeply invested in their rewards program.

But Hilton continues to provide an ongoing stream of worst practice examples regarding customer feedback. I can't think of any company outside of automobile sales and service where I have run across more examples of bold, unabashed begging for scores.

Here's the latest, an email sent to a friend of the NPS Loyalty Forum who had stayed at a Hilton Garden Inn.

In case you missed some of the previous examples I had collected from various Hilton properties, here's a quick access list: 

• Begging for Scores at Hilton
• Follow-up survey invitation
• The dangers of tying compensation to customer feedback

Begging for scores at Hilton

I have been staying at a number of Hilton Hotels around the country, and in various forms, there seems to be a consistent pattern related to customer feedback:  All their hotels seem to be working on improving their SCORES.  It is possible they may also be working on improving the EXPERIENCE, but it isn't apparent to me.  In the meantime, these misguided efforts to get the guests to give a particular score on a survey are a huge distraction and a major mistake.

A few examples:

Hilton Garden Inn, Phoenix (click to enlarge)

At the Hilton Garden Inn, Phoenix, a note was slipped under my door on the night before check-out proclaiming that "we pride ourselves on being a '10'hotel" and letting the guest know that "Hilton considers anything less than a score of nine to be unacceptable so it is very important that every aspect of your stay be a '10.'"

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