Case Study: Choice Hotels International achieves 88% property engagement and higher revenue with Medallia

Higher Medallia Engagement, Higher Revenue The Economics of Customer-Centricity

Choice Hotels International, a franchisor with more than 6,300 properties worldwide, faced the challenge of increasing property engagement with its guest‑experience program after finding that higher Medallia engagement correlated with higher RevPAR. To convince franchisees to act, Choice needed to demonstrate the financial impact of better guest experiences and raise active property usage from under 40% toward company goals.

Choice implemented Medallia solutions—including Social Feedback for Hospitality, Medallia Promote for Bazaarvoice, Rapid Response and an Alert Management workflow—and used Medallia analytics to target drivers like room condition. The results: active property engagement climbed to 88%, the “Great Room Condition” initiative drove over $18 million in incremental revenue in its first year, Promote for Bazaarvoice generated 100,000+ reviews on Choicehotels.com and is projected to add tens of millions in annual incremental revenue, while Medallia’s platform helped surface and close issues from more than a million surveys per year.

Choice Hotels International

Stephen Hardenburg

Director Market and Guest Information