CWT Keeping Travellers Happy


Carlson Wagonlit Travel (CWT) reports record traveller satisfaction scores for 2013, based on its customer feedback program, CWT Listens.

The percentage of very satisfied or satisfied travellers improved from 84% to 90% in CWT North America, CWT’s largest customer base. Similar improvements were achieved in all other CWT markets.

CWT Listens now operating in its seventh year, has helped to continuously improve both traveller and travel manager satisfaction each year since its inception both for offline and online bookings. Backed by a dedicated customer experience team, in 2013, 1.9 million CWT Listens survey invitations were sent to CWT’s travellers following their travel booking with CWT.

Commenting on the record scores Berthold Trenkel, executive vice-president, Traveler Services said, “We are delighted with 2013 record results, which recognize how CWT’s travel counselors are willing to go the extra mile to deliver the perfect trip to our travelers. CWT’s commitment to improving traveler experience has always been our primary mission and we are delighted that we are not only exceeding the industry’s best-in-class performance figures, but also do extremely well compared to other service industries that operate in the B2C business space.”

CWT plans to introduce new developments to further boost CWT Listens in 2014, including a new alert rating system and an upgraded traveller comments alert system to help reduce response time to travellers’ comments. The enhancements will begin in the UK and with planned rollouts across EMEA later in the year.