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LHW launches guest satisfaction survey


Published on Jan 26, 2011

The Leading Hotels of the World (LHW) has launched a new Guest Satisfaction Survey run on Medallia. The programme will serve more than 430 LHW properties, including the Hotel Ritz Paris, Hotel Plaza Athenee in New York, and Imperial Hotel in Tokyo.

"The Leading Hotels of the World places a high priority on customer experience improvement," said Ted Teng, LHW's President & CEO. "We chose Medallia for the guest satisfaction program that we provide free of charge to our members because Medallia's CEM platform is comprehensive, flexible, and the most effective tool for customer feedback analysis."

LHW will provide all member hotels free training and access to Medallia's CEM platform. Medallia captures real-time customer experience feedback and makes it available through flexible and easy-to-use online reporting. With the system, member hotels are able to assess overall guest satisfaction; recover at-risk guests by acting on alerts delivered moments after surveys; improve service and product offerings; prioritise areas of improvement; and track trends and benchmark property performance.

"Through our work with more than 80 percent of top global hotel brands in hospitality and travel, we know the needs of the hospitality industry and the luxury lifestyle market," said Amy Pressman, Medallia President and co-founder. "Medallia will help The Leading Hotels of the World membership maintain its standard of five-star customer experience by continuing to deliver premium guest service that surprises and delights customers and keeps them coming back."

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