Case Study: Wyndham Destinations boosts guest satisfaction with Forsta

Cruising Wyndham Destinations Asia Pacific’s customers to cloud nine

Wyndham Destinations Asia Pacific, the region’s largest vacation ownership business, needed a better way to manage customer experience across 2,000 staff and 32 resorts in five countries. With so much feedback to analyze, the company wanted clearer, actionable data instead of relying on gut feel, and turned to Forsta for survey design and distribution, customizable dashboards, action management, and text analytics.

Using the Forsta platform, Wyndham launched its Customer Hub program to capture detailed guest feedback, generate recommendations for improvement, and make it easier to act on insights. The result was a 6.6% rise in guest satisfaction, a 27% average survey response rate, and an 87% drop in year-on-year complaints across locations.

Wyndham Destinations

Bayley Clark

Senior Director, Customer Deliver