Home2 Suites by Hilton and Tru by Hilton: Leaders in Their Segments. Study.
Waldorf Astoria took the top spot for Luxury while Home2 Suites by Hilton and Tru by Hilton ranked top of their segments in the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
@Waldorf Astoria Washington DC Franklin Suite
Leading global hospitality company, Hilton topped the rankings across three segments in the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study with No. 1 rankings in Luxury, Upper Midscale/Midscale Extended Stay, and Midscale segments.
The global hospitality powerhouse has claimed top honors in not just one, but three key segments of the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study. This triumphant sweep cements Hilton’s status as a beacon of exceptional hospitality across multiple tiers.
Waldorf Astoria: A Debut Triumph in Luxury
Elevating luxury to new heights, Hilton’s iconic brand, Waldorf Astoria, has clinched the No. 1 position in the Luxury segment. With an outstanding score of 788 across the comprehensive survey, Waldorf Astoria has made an unforgettable debut at the pinnacle of customer satisfaction. This accomplishment underscores the brand’s unwavering commitment to delivering experiences that epitomize true elegance. Each guest at Waldorf Astoria is a recipient of personalized and exquisite service, and this win is a testament to the brand’s dedication to this ethos.
Home2 Suites by Hilton and Tru by Hilton: Leaders in Their Segments
The Hilton portfolio extends its supremacy to the Upper Midscale/Midscale Extended Stay and Midscale segments, where Home2 Suites by Hilton and Tru by Hilton have emerged as unrivaled leaders. Home2 Suites secured its position with a remarkable score of 681, offering an extended stay experience that combines comfort and convenience seamlessly. Meanwhile, Tru by Hilton, boasting a score of 708, continues to showcase its prowess in delivering a mid-scale experience that resonates with modern travelers. Notably, this win marks Tru by Hilton’s third victory in just four years of eligibility, adding a touch of consistent excellence to its achievements.
@Waldorf Astoria by @Hilton
A Collective Victory for Exceptional Service
Matt Schuyler, Hilton’s Chief Brand Officer, expressed elation over the brand’s triumphant performance, stating, “We are thrilled to have three brands rank highest in the J.D. Power 2023 North America Hotel Guest Satisfaction Index.” This achievement reflects Hilton’s relentless dedication to guest satisfaction across its diverse array of brands. Schuyler praised the global teams that work diligently to create memorable, reliable, and welcoming stay experiences for every guest, every day.
A Benchmark of Excellence
The 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study, now in its 27th year, presents a comprehensive evaluation of customer satisfaction across six factors: communications and connectivity, food and beverage, guest room, hotel facility, staff service, and value for price. With responses from 33,754 hotel guests who stayed between May 2022 and May 2023, the study benchmarks the performance of 102 brands across nine market segments. This redesign reflects J.D. Power’s commitment to providing insightful industry intelligence that guides businesses toward delivering exceptional customer interactions.
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