Carlson Wagonlit Travel Puts Customer Satisfaction First on the Itinerary

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Challenge

Carlson Wagonlit Travel (CWT) is a global leader specializing in business travel management in more than 150 countries and territories. In order to maintain the CWT’s industry-leading rates of client retention and satisfaction for many years, the company sought a way to better capture timely, actionable customer feedback from business travelers to establish more responsive business processes.

Solution

MarketTools® CustomerSat™ helps CWT send more than 500,000 customer survey invitations each year. They collect and manage huge volumes of customer feedback on transactions and satisfaction every day, deliver a rapid response to customer issues as they arise, and improve business processes to deepen customer loyalty.

Results

• Rapid Response capabilities resolved thousands of customer issues and improved major client relationships
• Identified additional customer segments based on client feedback
• Established consistent metrics to assess and reward employee performance across operations, program management, and sales – as well as to assess partner performance