“Another unexpected benefit is the positive reception this survey method has had with our guests,” Scartozzi said. “We were previously using a phone survey, and our response rate has almost doubled with the move to Medallia’s online surveying. Now, we are able to survey a larger percentage of our guests at a lower cost.”
“This positive guest reaction is common among all of Medallia’s clients,” Hald said. “Hotel guests look at this as a means of immediate dialogue with hotel management, and find it a convenient way to provide feedback.”
“We are very pleased that Omni chose Medallia,” said Hald. “It is our goal to provide a tool that makes guest feedback instantly useful. Being selected by Omni Hotels, with its premier brand name and reputation for customer service, is affirmation of that objective.”
Medallia, Inc. is a technology-enabled customer experience measurement company, specializing in industry-wide solutions. Medallia’s hospitality product provides multi-property hotel companies with a comprehensive and cost-effective solution for guest satisfaction tracking and guest recovery. For more information, visit www.medallia.com, or contact Medallia, Inc. at 650-320-9100.
Omni Hotels based in the Dallas suburb, Irving, Texas, offers luxury accommodations and exceptional personalized service that’s surprisingly sensible at more than 40 hotels and resorts in North America. Omni Hotels provide four-diamond services; including exquisite décor, gourmet dining, wireless and high-speed Internet connectivity, an airline miles program, the Select Guest loyalty program, on-site business and fitness centers, in-room treadmills, as well as the award- winning Omni Kids program.
Through an aggressive growth strategy, Omni Hotels is steadily expanding existing properties and entering new markets across North America, including luxury properties in Atlanta and San Diego and a full-scale resort in Orlando to open within the next year. Guests can locate hotels, book accommodations or find out more about Omni Hotels by calling 1-800-THE-OMNI or at omnihotels.com.