Satisfaction Action

Dallas — In what may be a hotel-industry first, Wyndham International has implemented online customer satisfaction tracking technology brand-wide in an effort to more readily receive and respond to customer feedback.

All 160 Wyndham-branded properties are participating in the survey program, which is being operated by Medallia Inc. of Palo Alto, Calif.

Guests receive a 41-question survey via email following checkout; frequent guests will receive no more than one per month. Topics include trip purpose, overall service and accommodations, dining, most recent stay at a competing brand, and demographics.

Medallia collects the responses and analyzes and packages the data, which is then available to hotel managers online. "This tracking solution is very cost-effective for us, as it eliminates the printing of comment cards, postage, and manual data processing and reporting," said Wyndham president and COO Ted Teng.

Wyndham has logged a 30 percent return rate since the program launched Aug. 5. It plans to use the findings to create brand programs and promotions, enhance customer service, and benchmark performance against competitors.