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9/05/2014 Professionals

CWT, a record of satisfied clients in 2013

Carlson Wagonlit Travel
Carlson Wagonlit Travel

A superlative performance for the Carlson Wagonlit Travel (CWT), world leader specialised in the management of business travel and meetings and events. The group has infact annoucned that it has obtained record grading in 2013 in temrs of client satisfaction, obtained by the feedback registered by the global programme that takes into consideration clients opinions CWT Listens. The percentage of clients that were very satisfied or satisfied has improved going from 84% to 90% for CQT in North America, where the largest number of clients is present. Such performances have been achieved also in all other CWT markets.

Particularly, in Italy, the percentage of very satisfied or satisfied clients - 89% in 2013 - has reached even quota 91% in the first trimester of 2014. CWT Listens, created six years ago, has contributed significantly to the continuous improvement of travellers satisfaction and corporate travel managers with regards bookings made both online as well as traditionally. Managed by a team of dedicated customer experience, in 2013 CWT Listens has surveyed 1,9 million travellers through a research following their booking with CWT.

Enhanced by these results, CWT intends to introduce in 2014 further improvements so as to better its programme, among whcih a new rating system and an updated alert system on travellers comments to reduce the result generation of the feedback gathered. The new changes will be introduced first in the United Kingdom, to be then extended to all the EMEA area by the end of the year.


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