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CWT Records Outstanding Traveler Satisfaction Scores
Amsterdam | April 23, 2014
Carlson Wagonlit Travel (CWT) today 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.
CWT’s traveler satisfaction scores use data gathered via the CWT Listens program, a global customer feedback system deployed in 68 countries in 13 languages, with over 4,800 clients. Initially launched in 2008, CWT has seen year-on-year improvements in its client satisfaction scores, both online and offline.
CWT is a global leader specialized in managing business travel and meetings and events. CWT serves companies, government institutions and non-governmental organizations of all sizes in more than 150 countries and territories. By leveraging both the expertise of its people and leading-edge technology, CWT helps clients derive the greatest value from their travel program in terms of savings, service, security and sustainability. The company is also committed to providing best-in-class service and assistance to travelers. In 2013, sales volume for wholly owned operations and joint ventures totaled US$26.9 billion. As part of its commitment to responsible business, CWT is a signatory of the United Nations Global Compact Ten Principles. For more information about CWT, please visit our global website at www.carlsonwagonlit.com. Follow us on Twitter @CarlsonWagonlit.