Germany
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Quality Management
Building on our attributes, Operational Excellence is the key to achieving our goals. We are permanently monitoring our service quality and customer satisfaction. Therefore, we optimise customer service and quality. Since August 14, 1997, Carlson Wagonlit Travel Germany is certified by the SGS ICS (www.sgsgroup.com) according to DIN EN ISO 9001:2000. By attaining this certificate, Carlson Wagonlit Travel has met the standard of an international norm and ensures its ability to deliver quality.
In addition, Carlson Wagonlit Travel is using two own systems for quality assurance: “CWT Customer Service Application“ and “CWT Customer Satisfaction Survey“. The web-based customer feedback system CSA is based on a database that saves all complaints and praise received from customers, consolidates them globally and deals with them immediately. Documented processes facilitate the creation of ad hoc reports according to various criteria, thus enabling a precise analysis and assessment of customer satisfaction and implementation of necessary measures. Negotiations with suppliers can be carried out more effectively on the basis of this precise analysis of complaints.
Carlson Wagonlit Travel regularly carries out analyses of customer satisfaction with the Internet tool “CWT Customer Satisfaction Survey“ to constantly monitor service quality and customer satisfaction. We mainly analyse the booking and travel behaviour of travellers and can therefore identify possible sources for additional cost saving measures. Furthermore, customers evaluate CWT's service, the professional and personal competence of Carlson Wagonlit Travel employees as well as the product and service offering. As a result, a constant control and quantifiable evaluation of CWT's performance takes place and tangible measures for the improvement of certain areas can be initiated.
