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Best Western to Harness Employee Feedback to Deliver Enhanced Service

Best Western International, announces the selection of UniFocus' advanced survey technology to poll its member hotels. The executive management team chose UniFocus as a partner after an evaluation process that examined the company's industry expertise, technological advantages and proven implementations.

UniFocus' Member Feedback System is a robust web-based feedback technology for gathering candid feedback from member hotels about their service experience. The survey questions are designed to measure overall satisfaction and relate to each applicable department providing support; feedback results provide opportunities to improve the membership association's service to Best Western hotels in North America.

"We are excited to work with UniFocus to enhance the relationship between our Member hotels and brand-level staff," says Rhona MacMillan, managing director of strategic services for Best Western International. "We in the Best Western family are dedicated to providing superior customer care at the guest and Member levels. Our new online follow-up surveys make it easier for Members to help us to focus on areas where we can have the most profitable impact on their properties."

The UniFocus Member Feedback System can provide seamless integration to other systems so that operators can establish links that help optimize revenue streams. Follow-up and resolution reporting enables you to fine-tune tactics to more effectively serve members. Finally, operators can track progress in real-time and there is an automated escalation process to alert you when a member needs more urgent attention.
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