Best Western International Partners with UniFocus
for Member Feedback to Enhance Service
UniFocus’ Feedback Methodology and Analytics Yield Better Intelligence
Dallas—January 14, 2009
—UniFocus, a global pioneer in the hospitality industry for performance, workforce management and
feedback solutions, announced that Best Western International, The World’s
Largest Hotel Chain®, has selected the firm’s advanced survey technology to poll its member hotels. Their
executive management team chose UniFocus as a partner after an evaluation process that examined the
company’s industry expertise, technological advantages and proven implementations.
UniFocus’ Member Feedback System is the most robust web-based feedback technology in the industry for
gathering candid feedback from member hotels about their service experience. The survey questions are designed
to measure overall satisfaction and relate to each applicable department providing support; feedback results
provide opportunities to improve the membership association’s service to Best Western hotels in North America.
“We are excited to work with UniFocus to enhance the relationship between our Member hotels and brandlevel
staff,” said Rhona MacMillan, Managing Director of Strategic Services for Best Western International. “We
in the Best Western family are dedicated to providing superior customer care at the guest and Member levels.
Our new online follow-up surveys make it easier for Members to help us to focus on areas where we can have
the most profitable impact on their properties.”
Today it’s more critical than ever to know and understand what branded properties are experiencing. UniFocus
is dedicated to effective partnerships that create surveys that ask the right questions, thereby increasing the
response rate and yielding statistically valid sample sizes. Most importantly, the company’s technology closes
the loop by generating a personalized response to the survey participant to let them know the brand cares.
“I’m pleased to announce our new partnership with Best Western International and their decision to utilize our
survey analytics to enhance the service experience of their member hotels in North America,” said Mark
Heymann, President and CEO of UniFocus. “Our online feedback and tracking system goes beyond standard
member surveys to produce strategic intelligence for more informed and tactical decision making, enabling
your staff to spot trends and variances more easily and within any date range.”
The UniFocus Member Feedback System can provide seamless integration to other systems so that you can
establish links that help optimize revenue streams. Follow-up and resolution reporting enables you to fine-tune
tactics to more effectively serve members. Finally, you can track progress in real-time and there is an
automated escalation process to alert you when a member needs more urgent attention.
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