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Customers Weigh In on BW Through New Survey System



PHOENIX (January 17, 2008) - Best Western's nearly 4,200 hotels around the globe are getting advice on how to run their business from an important audience: customers. Today, the brand's new customer feedback solution, Medallia, received its 500,000th completed survey, after implementing the system just six months ago.

"Having customers tell us what we're doing right and wrong helps us to enhance the Best Western experience for the nearly 400,000 guests that stay with us each night, " said Ric Leutwyler, Best Western International's senior vice president of brand quality and member service. "Our mission is nothing less than to lead the industry in customer care, and the Medallia guest survey is a major step toward that goal."

After a guest stays at a Best Western property, Medallia sends an e-mail with links to an online survey. Once the survey is completed, the data goes directly into the Medallia customer experience management system, allowing properties to track guest satisfaction and identify any problem areas that need to be addressed.

"We are thrilled to join forces with Best Western International, the world's largest hotel chain," said Elizabeth Carducci, head of Medallia's hospitality practice group. "Medallia's program for Best Western is probably one of the single largest global integrated programs - certainly in the hotel industry - with deployment in 78 countries and more than 18 languages."

Leutwyler noted that a customer-focused culture of care will differentiate Best Western International from other hotel chains in the coming years, and that Medallia is a critical partner in this endeavor.

Best Western International is THE WORLD'S LARGEST HOTEL CHAIN®, providing marketing, reservations and operational support to 4,200* independently owned and operated member hotels in 80* countries and territories worldwide. Founded in 1946, this iconic brand is host to approximately 400,000 worldwide guests each night. A pioneer within the industry, Best Western is recognized for its distinctive business model and diverse hotel portfolio. The company continues to innovate and enhance both the business and leisure travel experience. Since 2004, Best Western has served as the Official Hotel of NASCAR®. For more information or to make a reservation, please visit

*Numbers are approximate and can fluctuate.

Medallia (, founded in 2001, provides enterprise feedback solutions to Global 2000 companies. More than 25,000 businesses and business units around the world use the Medallia system to track customer satisfaction. Medallia¿s solutions enable companies to gather, monitor, and act on feedback from customers, partners, and employees. Customers include global hotel, financial services, retail, and high tech companies. The company is headquartered in Silicon Valley (Menlo Park, Calif.).

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