Red Roof Inn Selects Medallia to Conduct Guest Satisfaction Surveys
COLUMBUS, OHIO —November 5, 2007— Red Roof Inn, an innovative leader in the economy lodging segment, announced today that it has contracted Medallia, the world’s leading provider of on-demand feedback solutions, for a new online guest satisfaction survey system. Red Roof Inn selected Medallia based on the company’s unparalleled response rates and its ability to compare Red Roof Inn’s guest feedback with competitors’.
“Guest satisfaction is our top priority,” said Joe Wheeling, CEO, Red Roof Inn. “We take great pride in making sure our guests have a positive experience when they stay at Red Roof Inn. Implementing a comprehensive survey system that yields high response rates in a timely manner will ultimately allow us to better serve our guests.”
Prior to implementing Medallia’s proprietary feedback solution, Red Roof Inn surveyed guest satisfaction using an interactive voice response, or IVR, phone-in process that did not have high response rates or allow for detailed guest comments. Medallia allows Red Roof Inn to survey guests through an online questionnaire, which provides a much more robust, honest sampling and enables Red Roof Inn to receive comprehensive feedback.
As part of Red Roof Inn’s program, Medallia also introduced a new customer care module that allows customer feedback from multiple sources to be merged onto one platform. “Companies are looking for ways to integrate different sources of customer feedback,” said Medallia CEO Borge Hald. “They want a one-stop shop for getting a holistic view of the customer. Our customer care feature is just one example of how we’re responding to that need.”
Another factor that attracted Red Roof Inn to Medallia was the company’s ability to analyze commonalities among guests’ responses, as well as benchmark Red Roof Inn’s results against its competitors. Red Roof Inn will use this analysis to evaluate the brand’s strengths and improve areas guests say need modifications.
The new Red Roof Inn guest evaluation will examine a wide-range of topics, covering everything from comfort of bed to room lighting to hospitality by the staff. Guests will receive an invitation to participate in the survey via e-mail after a stay at Red Roof Inn. The survey takes an average of less than 5 minutes to complete.
“We’re very excited about working with Red Roof Inn,” said Hald. “It is a great brand that is focused on delivering the best value to customers. The management understands that delivering value in the economy hotel segment means not only providing an affordable price, but also quality accommodations and service.”
Red Roof Inn is considered a leader in economy lodging because of its dedication to guest satisfaction. In 2006, Red Roof Inn received top marks in a major hotel guest satisfaction study. The brand earned the highest score out of the 15 largest hotel brands in “Comfort of Bed” in the Economy/Budget segment and ranked second in overall guest satisfaction in the Economy/Budget segment.
In 2004, Red Roof Inn implemented a nationwide renovation plan as part of its ongoing goal to redefine economy lodging. The redesign features smart design principles and smart amenities that are simple and economic, but also provide guests with what they need without sacrificing quality. Highlights of the renovation include a freshly-ground Arabica coffee service, enhanced bedding with pillow-top mattresses and broader in-room entertainment.
For more information on Red Roof Inn, please visit www.redroof.com.
About Red Roof Inn
Red Roof Inn has more than 325 locations nationwide. Smart by Design® amenities include free local phone calls, complimentary gourmet coffee and USA Today in the lobby, rooms equipped with clock radios, voicemail, and an enhanced in-room entertainment package with video games and more than 14 channels, including HBO, HBO2 and HBO Signature. Red Roof Inn provides pet friendly accommodations, snack centers and photocopy and facsimile services. Most Red Roof Inn locations are equipped with T-Mobile HotSpot wi-fi service in guestrooms and lobbies. RediCard® Preferred Members enjoy faster reservations via a dedicated toll-free number, express check-in, complimentary room delivery of USA Today, priority room requests and free faxes, along with a generous awards program for free room nights, Delta SkyMiles, or a free T-Mobile day pass. For more information or reservations call 1-800-RED-ROOF (800-733-7663) or visit www.redroof.com.