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How Holiday Inn Club Vacations Achieved a 17% Increase in Guest Love* Scores

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Holiday Inn Club Vacation recently engaged with the J.D. Power Customer Service Advisory team to assist with meeting their customer service goals. The results:

50% Reduction in Clients Requiring a Follow Up
17% Increase in Guest Love Scores
Certification

Watch Nicole Myers, Vice President Customer Experience at Holiday Inn Club Vacations, talk about her team's experience with this program.

“If you’re committed to improving customer satisfaction, working with J.D. Power is the only choice I would recommend.”
Nicole Myers
Nicole Myers

Vice President Customer Experience, Holiday Inn Club Vacation

Engagement Background

The Goal

Holiday Inn Club Vacations wanted to offer the best customer experience for their members. But they didn’t have any external benchmarks with which to compare their performance.

The Strategy

J.D. Power helped Holiday Inn Club Vacations gather and analyze voice-of-customer data. They identified key performance issues and put together recommendations to help them improve their customer service in line with operational best practices from their call center practices scorecard.

Read the full case study to learn more about this engagement.

Read the Case Study

 

*Guest Love is a Holiday Inn Club Vacations internal metric based on their own fielded surveys.
This metric reflects the percentage of survey responses that rate the organization as 8, 9, or 10.

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