Best Western says it's new customer feedback solution, Medallia, received its 500,000 completed survey, just six months after launch. It works this way: after you stay at one of Best Western's 4,200 hotels, Medallia sends you an e-mail with links to an online survey. Once the survey is completed, the data goes into Medallia's customer experience management system, allowing the hotels to track guest satisfaction and identify problem areas.
From the press release: "Having customers tell us what we're doing right and wrong helps us to enhance the Best Western experience for the nearly 400,000 guests that stay with us each night," said Ric Leutwyler, Best Western International's senior vice president of brand quality and member service. "Our mission is nothing less than to lead the industry in customer care, and the Medallia guest survey is a major step toward that goal."
Amen. Best wishes in your efforts Best Western. I haven't stayed at one of your hotels in a while, but this makes me inclined to give you a try. And business is good for Medallia. More than 25,000 businesses and business units around the world use its system to track customer satisfaction. I like this, from Medallia's website:
Think how useful it would be if your customers told you, in detail, what was good—and bad—about your company. Think of the leverage you’d gain if that information arrived in a usable form, benchmarked against your industry and competitors, and sortable in every possible way.
Think what an advantage you’d have if an alert were triggered when there was an issue.
Think about simply turning to one place. And getting all that at once. Welcome to Medallia.
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