Medallia, the global leader in customer and employee experience, has announced that Travelodge, the UK’s largest independent hotel brand, has implemented Medallia’s experience management platform to power its new Voice of the Customer programme.
Medallia’s technology has been rolled out across 590 Travelodge hotels across the UK, Ireland and Spain, providing the hotel brand with a consolidated and real-time view into the customer experience.
Travelodge (UK) has deployed the full suite of Medallia’s experience management platform – implementing a combination of data analytics, artificial intelligence, and active listening. The platform also offers real-time integration with Travelodge’s social channels and review sites, such as Tripadvisor and Google Reviews, as well as its hotel management tools, allowing it to cross-check customer feedback with quality processes such as room checks. Medallia’s platform provides Travelodge with a comprehensive view into the customer voice across all channels in real-time, allowing its hotel managers and leadership team to proactively identify early warning signals.
The new programme will enable Travelodge to secure increased customer feedback through ‘in-the-moment’ surveys. The 10,000 customer surveys completed each week, alongside the weekly, monthly and quarterly reports generated by Medallia, will deliver actionable insights at scale, allowing its hotel managers and leadership team to track performance results against targets. This will drive quicker decisions and quality improvements to service across the brand’s entire hotel footprint.
Claire Good, Travelodge Chief Operating Officer, said: “Delivering excellent customer service sits at the heart of our business and we are constantly looking at innovative ways to listen to our customers’ feedback so that we can deliver the best level of service. Utilising Medallia’s vast experience and expertise, we have jointly created our ‘Voice of the Customer’ programme. This sophisticated and flexible customer experience programme will provide real-time customer feedback and will play a fundamental part in our customer experience strategic planning going forward.”
Eduardo Crespo, Senior Vice President and General Manager of the UK, Ireland and the Middle East, at Medallia said: “Travelodge came to us with ambitious plans for its revamped Voice of the Customer programme, demonstrating its drive to place the customer at the heart of operations. Since beginning work with the team, it has been clear that this is a customer committed to embracing change for the benefit of customers and staff. We look forward to working with Travelodge as it continues on this significant journey.”
In the future, Travelodge will look to expand its partnership with Medallia by extending the programme to incorporate advanced customer experience capabilities such as an enhanced close-the-loop process, including in-the-moment remedies such as customer call-backs based on feedback.