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Hilton explores employee feedback
Technology Category
- Analytics & Modeling - Data Mining
- Analytics & Modeling - Natural Language Processing (NLP)
- Analytics & Modeling - Predictive Analytics
Applicable Functions
- Business Operation
- Human Resources
Services
- Data Science Services
- Software Design & Engineering Services
The Challenge
Hilton, a global hospitality leader with over 408,000 Team Members in 113 countries, values its workforce as its most important asset. The company has been recognized as a top employer globally, and it continuously seeks to improve work conditions based on Team Member feedback. However, the sheer volume of survey comments received annually makes it challenging to aggregate feedback and derive actionable insights promptly. Hilton needed a solution to quickly identify top themes, relate comment themes to survey questions, explore insights across different workforce segments, and be user-friendly for both analysts and Team Members.
About The Customer
Hilton is a leading global hospitality company with a workforce of over 408,000 Team Members spread across 113 countries and territories. The company is renowned for its commitment to creating exceptional guest experiences, which is driven by its dedication to serving its Team Members well. Hilton's efforts in fostering a positive work environment have earned it top spots on prestigious lists such as Fortune’s Best Companies to Work For® in the U.S. and the Great Place to Work® list of the World’s Best Workplaces. The company values Team Member feedback as a crucial element in its continuous improvement efforts, leading to both global program enhancements and local changes at its properties and corporate offices.
The Solution
Hilton partnered with Luminoso to leverage Luminoso Daylight™, a powerful tool for processing and analyzing Team Member comments. This solution enabled Hilton to process vast amounts of feedback in minutes, allowing for the exploration of themes, analysis of demographic subsets, and deeper insights into the factors driving numerical scores. The intuitive platform made it accessible for both analysts and Team Members, facilitating a more efficient and accurate feedback analysis process. By using Luminoso Daylight™, Hilton was able to transform how it turned feedback into actionable insights, enhancing its ability to respond to Team Member needs and improve overall satisfaction.
Operational Impact
Quantitative Benefit
