Wyndham International, Inc. is the recipient of a prestigious accolade for another industry-first program based on its philosophy of listening and responding to guest needs. Thanks to its online customer satisfaction technology, provided by Medallia, Inc., Wyndham has earned Lodging Hospitality’s 2004 Customer Service Chain Leadership Award. This latest honor is continued proof that the company’s commitment to redefining the hotel experience by providing personalized service is exceeding travelers’ needs.In August 2002, Wyndham became the first hotel company to implement a fully online customer service satisfaction tracking technology brand-wide. The program invites guests to provide feedback regarding their recent stay via an online survey designed to quickly and accurately measure factors that drive guest satisfaction and loyalty. The analyzed data, which is delivered to general managers daily, allows Wyndham to gain immediate insight into its customers and convert those insights into increased revenue through operation enhancements and the creation of relevant marketing programs.
“One of Wyndham’s greatest strengths and competitive advantages is that we own a large percent of our properties, which allows us to implement brand-wide programs quickly, such as the Medallia technology,” said Ted Teng, president and chief operating officer of Wyndham International. “Wyndham has a tradition of being an industry leader, and we immediately recognized the benefits this technology could bring to the company, our employees and most importantly, our guests.”
This ranking adds to Wyndham’s growing list of accolades, including a citation by Forrester Research as an excellent example for their online security policies; and the highest ranking hotel company on Forbes’ 2003 list of 50 Best Companies for Minorities.
“The Wyndham brand is built on the concept of empowering guests to ask for what they want in their hotel experience and this technology allows our customer to respond in real time,” said Mark Hedley, senior vice president and chief technology officer. “Thanks to Wyndham’s strong technological infrastructure, we were able to implement this quickly and efficiently, both from our guest’s perspective and an operations perspective.”