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Managing Customer Satisfaction and Protecting Data Privacy
Wyndham Worldwide actively measures and manages customer satisfaction across its business unites - developing customized programs by market, such as loyalty and customer service programs, to strengthen relations with customers. Each business has a dedicated Senior Vice President tasked with implementing, managing and overseeing customer response and satisfaction programs.
Our Customer Care departments utilize an enterprise feedback management software solutions that offers a comprehensive platform for improving front line customer interactions, expediting case resolution and generating feedback on how we can do better as an organization. Additionally, customer service concerns are monitored and managed via emails generated from our websites, social media channels on Twitter and Facebook guests staying at our resorts, calls into our contact centers, and surveys. For onsite guest complaints, our standard is a 15 minute or less response time.
Additionally, each business unit actively measures customers satisfaction to identify areas of continuous improvement:
- Wyndham Vacation Ownership measures satisfaction by conducting surveys for key customer facing contacts in the areas of Sales, Reports and Contact Centers. Surveys, which are based on a scale from 1-30 where 7-8 is satisfied and 9-10 is extremely satisfied, are monitored weekly, monthly and quarterly; and associates and leaders are held accountable for performance.
- Wyndham Exchange & Rentals utilizes a post-transaction after-call satisfaction survey (scale from 1-10) and achieved its 2015 target score of 9.5 out of 10. Wyndham Exchange & Rentals also uses net promoter score and an online customer feedback tool, powered by OpinionLab, to monitor the online member experience.
- Wyndham Hotel Group utilizes a new program called WynReviews which is based on a scale of 1-5 and works hand in hand with TripAdvisor. In addition, the hotel group also reviews the JD Powers & Associates Customer Satisfaction index scores for key brands.