Building on our attributes, Operational Excellence is the key to achieving our goals .

  ISO 9001:2000 - Success Through Operational Excellence
  CSA - Customer Service Application
  CSS - Customer Satisfaction Survey

 

CWT Switzerland is pleased to inform that the Head Quarter and the Agencies are certified ISO 9001:2000 and passed the Audit with great success to obtain - or confirm - the ISO certification. By attaining this certificate, CWT has met the standard of an international norm and ensures its ability to deliver quality and to adopt the continual improvement of business performance as a part of everyday culture.

CWT's Quality Policy contains the following objectives and statements: • Our clients are satisfied.
• We are prepared for expected deregulation measures in our industry.
• We align our core competence with needs in the field of business travel.
• We are a market leader.

Advantages for our Clients:
• Consistent and customer-oriented processes
• Process of continuing improvement
• Reliability, accuracy and the aim of a flawless performance
• Cost-efficient and optimised reservation and booking processing
• Consistent complaint management practices
• Conformity of the processes - independent of individuals

Advantages for our Employees:
• Satisfied clients
• Simplified instruction and training
• Smooth handling of rare and complicated processes
• Training concepts for the optimisation of knowledge

The documentation of our quality management system was established through processes right from the beginning. Apart from the quality manual, this also includes detailed descriptions of processes.

ISO 9001-2000 is based on 8 quality management principes:
- customer focus
- leadership
- involvement of people
- process approach
- system approach
- continual improvement
- fact based decision making
- mutually beneficial supplier relationships

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CWT makes use of the web-based customer tool CSA in order to continually optimise customer service, this system 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.

Advantages of CSA:
• Registration and quick processing of all positive or negative comments of customers.
• Highly efficient processing
• Documentation of all customer comments and their respective replies,
  regardless of communication means (E-Mail, fax or phone)
• Comprehensive reports and analyses
• Effective control of services

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Carlson Wagonlit Travel regularly carries out analyses of customer satisfaction via the Internet so they can constantly monitor service quality and customer satisfaction. To begin with, we 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 CWT employees as well as the offered product and service portfolio. 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. Since surveys are carried out by means of innovative software via the Internet (instead of paper forms), a higher acceptance level is achieved so distribution and analysis are made possible. It goes without saying that the surveys are carried out anonymously and all data is treated according to our strict privacy policy.