Wyndham: Listening and Responding Online

Listening and responding to its guests` requests has long been at the forefront of Wyndham International, Inc.`s (NYSE:WYN) philosophy, prompting the hotel company to develop industry-leading programs, including Wyndham ByRequest(SM), Women On Their Way(R), and many technology initiatives, that redefine and enhance the hotel guest experience. To continue this impactful strategy, Wyndham recently entered into a services agreement with Medallia, Inc., becoming the first hotel company to implement online customer satisfaction tracking technology brand-wide. The new program, which launched on August 5, allows the company to gain rapid and efficient insight into its customers and convert those insights into increased revenue through operational enhancements and the creation of relevant marketing programs.
“Wyndham has differentiated itself in the upscale and luxury categories as a brand that listens to its guests and implements programs that cater to their needs. Medallia`s technology allows us to get immediate feedback from our guests, creating more opportunities to communicate with them to hear their opinions and ideas,” explained Ted Teng, Wyndham`s president and chief operating officer. “We chose Medallia because they offer an industry-specific, end-to-end guest satisfaction tracking solution that is very cost effective for us as it eliminates the printing of comment cards, postage and manual data processing and reporting.”

Via email, all 160 Wyndham-branded properties will invite daily those guests who have checked out of their hotels to participate in an online customer satisfaction survey designed to measure, quickly and accurately, those factors that drive guest satisfaction and loyalty. Medallia will perform data analysis on the information collected and consolidate it into five analysis modules developed specifically to allow hotel companies to assimilate large amounts of customer feedback quickly and easily.

“Our experience shows that guests like to provide feedback online—it is more immediate and more personal than traditional mail and phone surveys,” said Borge Hald, Medallia`s chief executive officer. “As a result, we achieve better participation and more actionable results. We can analyze and report guest feedback to hotel managers, typically within 48 to 72 hours of check out.” Hald added, “Due to its many advantages, we believe that online surveying will become the standard for guest satisfaction tracking in the hotel industry. Wyndham will be at the forefront of this advancement.”

The analysis will be reviewed by various Wyndham user groups who will use the information to create brand programs and promotions, enhance customer service at hotels as needed, and benchmark performance against competitors.

“Customer surveys received by Medallia that require prompt Wyndham attention will be forwarded to our Corporate Guest Services department for immediate follow-up,” added Teng. “We want to make absolutely sure that any customer service issues, whether positive or negative, are handled in a professional and prompt manner. Guests need to know that we, as a company committed to customer satisfaction, are responsive and value their business.”


Noting that Medallia`s mission is to “help our clients become listening organizations that generate greater customer loyalty and higher profits,” Hald added, “We are very excited to be partnering with Wyndham International. With its premier brands, and focus on listening to and satisfying customers, Wyndham is the ideal company for our solution.”

Medallia, Inc. is a technology-enabled customer experience measurement company, specializing in industry-wide solutions. Medallia`s hospitality product provides multi-property hotel companies with a comprehensive and cost-effective solution for guest satisfaction tracking and guest recovery. For more information, visit www.medallia.com, or contact Medallia, Inc. at 650/320-3000.

Wyndham International, Inc. (NYSE:WYN) offers upscale and luxury hotel and resort accommodations through proprietary lodging brands and a management services division. Based in Dallas, Wyndham owns, leases, manages and franchises hotels and resorts in the United States, Canada, Mexico, the Caribbean and Europe. For more information, visit www.wyndham.com. For reservations, call 800-WYNDHAM.