1. Medallia Marc Ladi and Bruce Adams Business Liaison Managers

2. INTRO 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

3. 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

4. FUNCTIONALITY

5. How to view Surveys Overview on Medallia Home Page Responses tab for specifics

6. How to Respond Respond to All Standard templates for quick response Customising Close Alert!

7. 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.

8. How to Identify weak areas Satisfaction Tab Problems Tab Filter Alerts

9. OTHER RESOURCES Resource tab in Medallia Online training module – www.bw-madeeasy.co.uk www.bw-madeeasy.co.uk Customer Care Page via Portal I Care courses, contact Harry Stewart (York Office)

10. 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

11. Any Questions?