Cendant Polishing Up Ramada Brand
PARSIPPANY, NJ—November 9, 2004—Central to the Cendant plan to reignite the Ramada brand is an overhaul of its quality control processes. In the next week, Cendant is expected to announce a new initiative, dubbed Positive Guest Experience, under which its 881 North American franchisees will be given real-time online access to all quality assurance reports culled from a new electronic guest-satisfaction survey system. All franchisees will be on the system by January.
Coupled with the new online system, enabled with software from Medallia, Inc., a Menlo Park, Calif., supplier, is a stepped-up effort to expunge franchisees with what Cendant called substandard properties from the system. The company raised the passing score on its quality test from 400 to 435; a perfect score is 500.