Latest scores from CWT Listens show strength of service as CWT highlights plans to continue to boost customer experience program in 2014.
AMSTERDAM – Carlson Wagonlit Travel (CWT) announced record traveler satisfaction scores for 2013, based on its award-winning global customer feedback program, CWT Listens, at the same time releasing plans to further enhance the program.
The percentage of very satisfied or satisfied travelers improved from 84% to 90% in CWT North America, CWT’s largest customer base. Similar improvements were achieved in all other CWT markets.
CWT Listens now operating in its seventh year, has helped to continuously improve both traveler and travel manager satisfaction each year since its inception both for offline and online bookings. Backed by a dedicated customer experience team, in 2013, 1.9 million CWT Listens survey invitations were sent to CWT’s travelers following their travel booking with CWT.
Commenting on the record scores Berthold Trenkel, executive vice president, Traveler Services said, “We are delighted with 2013 record results, which recognize how CWT’s travel counselors are willing to go the extra mile to deliver the perfect trip to our travelers. CWT’s commitment to improving traveler experience has always been our primary mission and we are delighted that we are not only exceeding the industry’s best-in-class performance figures but also do extremely well compared to other service industries that operate in the B2C business space.”
New enhancements for 2014
CWT plans to introduce new developments to further boost CWT Listens in 2014, including a new alert rating system and an upgraded traveler comments alert system to help reduce response time to travelers’ comments. The enhancements will begin in the UK and with planned rollouts across EMEA later in the year.
“We expect the new enhancements to CWT Listens in 2014 will allow us to provide even better assistance to travelers. Customer feedback is vital to our success, and this initiative is firmly embedded in our company-wide CWT Operational Excellence program, empowering our people to consistently deliver great service and provide the perfect trip experience” added King Wah Leong, vice president, Traveler Services Quality.
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