How Omni Hotels Takes Action Daily to Become a Leader in Customer Service

97.6% of Omni properties log into Medallia daily

At Omni Hotels, everyone—from the frontline to the executive team—eats, breathes, and sleeps customer experience excellence. And sometimes this is taken literally. “If we happen to wake up in the middle of the night,” says one Omni executive. “The first thing we do is check our Medallia mobile app to for new survey results. It could be midnight or 4 am.”

Omni has won numerous accolades for its great service, including 1to1 Media’s “Customer Champion” award. Over the last three years, the company has averaged 8.8 (on a 10-point scale) for Overall Satisfaction across all properties. For its events services, Omni boasts a 9.3 average. How does an organization maintain and improve on already-high satisfaction scores? By fostering a culture of empowerment and action:

  • Daily Engagement: A staggering 97.6% of Omni properties log into Medallia daily to access actionable, real-time data measuring customer experience. And that doesn’t include mobile app logins.
  • Daily Stand-Up: At every Omni property, each day begins with Medallia. The staff reviews customer feedback from the previous day, employees discuss specific problems and general trends, and managers give guidance and goals for the day.
  • Taking Action Online: Omni property operators manage and improve online experiences through social media. Since rolling out Medallia’s Social Feedback, Omni managers have responded to TripAdvisor posts at a rate greater than twice the industry average.