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Pestana Hotels & Resorts Selects LRA Worldwide to Manage Guest Satisfaction Survey Program
Leading Portuguese Hotel Company to Stay in Close Contact with its Guests
LISBON, Portugal/HORSHAM, Pennsylvania; January 8, 2004 - Pestana Hotels & Resorts, a leading international leisure and travel company, today announced that it has selected LRA Worldwide to design and implement a guest satisfaction survey program for their 32 hotels and resorts around the world. As Pestana's strategic consulting and research partner, LRA Worldwide will be measuring guest satisfaction and loyalty using an innovative Internet-based eSurvey technology called SurveySmartSM.
Pestana will employ LRA's electronic eSurvey technology to obtain real-time customer feedback. "As we rapidly grow the Pestana brand, we remain very focused on consistently meeting and exceeding our guests' expectations," said William Buxton, Pestana's Group Director of Operations. "Being able to obtain immediate guest feedback and respond accordingly is very important to us. LRA has developed an impressive system for quickly and professionally interacting with our guests, as well as meeting planners and attendees. We like the way LRA quickly posts and analyzes the survey response data on the Web." Commented Fernando Fernández, LRA's Senior Consultant and Account Manager, "We are pleased to be partners with Pestana on this important initiative. In order to drive customer retention, Pestana must have a clear understanding of what its customers desire and consistently meet and exceed those needs. LRA will be able to provide Pestana with critical customer feedback regarding their performance in key departments at all of their hotels."
About Pestana Hotels & Resorts
Pestana Hotels & Resorts is Portugal's most successful leisure company, owning and managing 32 hotels and resorts in Portugal, Madeira, Mozambique, Brazil, South Africa and Cape Verde. The company also manages three golf courses, an airline and a casino. Although leisure remains a core activity, Pestana is active in other sectors including vacation ownership, real estate, breweries, wind energy, and travel. For more information, visit www.prestana.com.
About LRA Worldwide, Inc.
LRA Worldwide, Inc. is a leading consulting, organizational development and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in "operationalizing the brand" - turning brand promise and customer strategy into operational reality. LRA's CEM practice areas include CEM Strategy Design, Standards Development & Content Management, Organizational Development & Training, Research and Quality Assurance & Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific tactical client need.
LRA's clients include some of the world's leading companies and brands, including Starwood Hotels & Resorts, Hard Rock Hotels & Casinos, the PGA TOUR, Albertsons Supermarkets, the NBA and First Niagara Financial Group. For more information, visit the company's Web site at www.LRAworldwide.com
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