Case Study: Wyndham Destinations Asia Pacific boosts guest satisfaction with PGForsta

Cruising Wyndham Destinations Asia Pacific’s customers to cloud nine

Wyndham Destinations Asia Pacific, a major vacation ownership business, faced the challenge of managing vast amounts of customer feedback data across its widespread operations. With 2,000 staff at 32 resorts in five countries, the company needed to move beyond "gut feel" and base its decisions on clear, actionable data to improve the customer experience. They turned to PGForsta for a solution.

PGForsta implemented its platform, including survey design, customizable dashboards, and action management tools, to create the Customer Hub program. This solution provided Wyndham with in-depth analysis and confident recommendations for change. The results were a 6.6% rise in guest satisfaction and an 87% drop in year-on-year complaints, demonstrating the significant impact of the partnership.

Wyndham Destinations Asia Pacific

Bayley Clark

Senior Director, Customer Delivery