Medallia

Marc Ladi and Bruce Adams

Business Liaison Managers

INTROINTRO

What is Medallia & where do I find it?

Method soliciting guest feedback found on home page of

Global Portal or via www. https://express.medallia.com/bestwestern

Who Benefits?Hotel

• Loyalty• Improved Communication• Measuring staff

performance• Negative to Positive• Improve staff moral• More business• ID Your Customer

Demographics

BW• Achieve BWI KPI• Brand Perception

FUNCTIONALITY

How to view Surveys

• Overview on Medallia Home Page• Responses tab for specifics

How to Respond

• Respond to All• Standard templates for quick response• Customising • Close Alert!

Important Info on Alerts/Complaints.

• If Alerts are not responded to within 7 days, they turn into “Counted Complaints”. This will generate a “Spinning C” and increase your Complaint Ratio as a result; if the Ratio exceeds 0.34 in a rolling 12 month period the property’s membership status could be impacted.

How to Identify weak areas

• Satisfaction Tab• Problems Tab• Filter Alerts

OTHER RESOURCES

• Resource tab in Medallia• Online training module –

www.bw-madeeasy.co.uk • Customer Care Page via Portal• I Care courses, contact Harry Stewart (York

Office)

SUMMARY

• Respond to all surveys• Promote BW feedback.com in your

Guest Directory, it is a QA requirement.• Aim to exceed KPI of 8.08• Achieve ratio 0.34 • Scores on the doors (bw.co.uk updated

weekly)• Two types of Spinning C

Any Questions?