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Medallia Broadens Relationship With Accor Hotels, Implements Service Outside US

Menlo Park, CA—November 13, 2007—Medallia, Inc., the world’s leading provider of on-demand enterprise feedback solutions, today announced it has implemented customer satisfaction measurement solutions internationally for Accor Hotels, a global leader in hotels and tourism.

The international expansion covers Accor properties in Australia and New Zealand, including three new brands: Grand Mercure, Mercure, and All Seasons.

“Not only did we expand our footprint with Accor geographically, we expanded our footprint within its brand portfolio,” said Steve Earwaker, Medallia’s vice president of business development.

Since 2005, Medallia has provided customer satisfaction measurement to Accor North America’s Sofitel, Novotel, and Ibis properties. “Because they are global brands, it made sense to work with them beyond the US,” said Earwaker. “That’s what’s happened this year.”

Shortly after launching in Australia and New Zealand, Medallia began implementing its solution in 10 languages across 10 additional countries in the Asian-Pacific region. “Asia is the fastest-growing market in the hotel industry, so we are excited to be offering our services to Accor there,” said Elizabeth Carducci, head of Medallia’s hospitality practice group.

Also in 2007, Medallia began to work with all Novotel and Mercure properties in the UK. More international implementations are planned for 2008.

“The response to our latest Accor implementations has been extremely positive,” Earwaker said, noting that Medallia has been rapidly expanding outside of the U.S. “One of our biggest areas of growth is globally. It’s gratifying to get the same positive response to our products abroad as we’ve been getting all these years in the U.S.”

The Medallia solution is end-to-end. For Accor, Medallia sends a follow-up email to guests immediately after a stay, inviting them to take an online survey. The questionnaire asks guests to rate various aspects of their stay, including dining, check-in, check-out, room service, hotel staff effectiveness, and, where appropriate, quality of conference and meeting facilities.

Medallia provides Accor with reports of all responses in real time, enabling hotel management not only to respond to feedback quickly and effectively, but also to drive continuous improvement of the customer experience.

Said Accor New Zealand’s Vice President Paul Richardson: “Our guests are impressed when they are contacted following their stay and are happy to give feedback, whether positive or otherwise. It also works as a great tool to motivate each hotel team because of the ability to compare ratings against other hotels.”

About Accor Hotels

Accor, the European leader and a major global group in hotels, the global leader in services to corporate clients and public institutions, operates in nearly 100 countries with 170,000 employees. It offers to its clients over 40 years of expertise in its two core businesses:

  • Hotels, with the Sofitel, Pullman, Novotel, Mercure, Suitehotel, Ibis, All Seasons, Etap Hotel, Formule 1, and Motel 6 brands, representing more than 4,000 hotels and nearly 500,000 rooms in 90 countries, as well as strategically related activities, such as Lenôtre.
  • Services, with 23 million people in nearly 40 countries benefiting from Accor Services products in human resources, marketing services, and expense management.