Cruising Wyndham Destinations Asia Pacific’s customers to cloud nine
Tools used
- Survey design and distribution
- Customizable dashboards
- Action management
- Text analytics
How our software helped Wyndham Destinations Asia Pacific rise from “gut feel” to hard stats.
The challenge
Steering a big ship makes clear data a must
Wyndham Destinations Asia Pacific quickly became the biggest vacation ownership business in the region. But quick growth can mean a lot to manage: 2,000 staff on 32 resorts spanning five countries stretching from Wellington to Bangkok.
The amount of data to analyze made improving customer experience tougher. And when basing business decisions on feedback, the company knew it needed clear data it could act on.
“Customer Hub has created a culture where delivery of personalized and memorable experiences is the norm, where customers are surprised and delighted at every interaction— to not only meet customer satisfaction, but exceed customer expectations, thereby creating loyalty and advocacy.”
Bayley Clark
Senior Director, Customer Delivery
Our solution
Handling oceans of data to create stand-out vacations
The company decided we had the advanced survey design features, customizable dashboards, and action management tools they needed to get a better understanding of customers’ experiences.
Wyndham launched the Customer Hub program built on the Forsta platform. The Customer Hub brought them exactly what they asked for: a program that generates confident recommendations for change and improvement based on in-depth customer feedback analysis. Dynamic survey design, analytics that generate recommendations and action management capabilities made it easy for Wyndham to listen to and connect with guests.
The results
Hearing customers loud and clear
The days of guessing what vacationers are saying is over. Now, the organization’s resorts can hear their customers loud and clear and get them the experience they’re hoping for. And don’t take our word for it: guest satisfaction has risen by 6.6% – while the number of complaints has gone down by 87% across different locations.
6.6%
rise in guest satisfaction
27%
average survey response rate
87%
drop in year-on-year complaints
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