Press Release

The Family of Orange Lake Resorts Partners with Medallia
Timeshare leader continues mission to provide top-notch customer service

Orlando, FLA. - June 11, 2007 - The Family of Orange Lake Resorts has selected Medallia, a leading provider of web-based, customer satisfaction tracking solutions based in Menlo Park, CA, the companies jointly announced today.

Orange Lake will use Medallia’s real-time survey at its Orlando resort location to enable the timeshare company to better assess the needs of its customers.

Owners and guests who voluntarily provide their e-mail addresses at check-in will be sent an electronic survey the same day.  They may complete the survey at their convenience, either while still on the property (through one of Orange Lake’s Internet hubs) or upon their return home.  

As soon as owners and guests provide feedback, it will be made available to designated Orange Lake team members through Medallia’s online service.  This instantaneous turnaround will enable the resort to quickly address any customer needs, including ones that might otherwise go unrecognized.
 
“We worked closely with Orange Lake to ensure that the information we gather delivers critical insights to the entire service team, from management right down to front-line staff,” said Steve Earwaker, Medallia’s Vice President of Business Development.

“We are providing key information,” he said, “and we are doing it in real-time.  For example, our web-based system sends out service alerts when they arise, allowing managers to take immediate action.”

By implementing the Medallia system, The Family of Orange Lake Resorts will continue to achieve their mission of exceeding the expectations of their owners and guests. “We are always searching for ways to ensure that our owners and guests are having the best experience possible when they vacation at Orange Lake,” said Cliff Beiser, Orange Lake’s Vice President of Operations.

“This solution gives us information from our guests that allow us to laser target the areas of customer service where we need to improve in order to continue exceeding expectations.”

“We are extremely pleased that Orange Lake, one of the largest single-site timeshare vacation resorts in the world, has selected our customer satisfaction tracking solution,” said Earwaker. “Our system will allow Orange Lake to continue its commitment to customer focus and service excellence.”

Already providing services to more than half of all branded hotels in North America, Medallia is similarly becoming the supplier of choice for customer satisfaction and feedback solutions in the vacation resort industry. Orange Lake is the fifth major timeshare vacation brand to select Medallia for its customer satisfaction tracking.