Qualtrics
A hospitality group managing multiple hotel and restaurant properties had no consistent guest feedback mechanism. Each property collected feedback differently — or not at all — making it impossible to benchmark or act on experience data.
Leadership had no reliable NPS or CSAT data. What existed was anecdotal, inconsistent, and not linked to guest profiles in the CRM. Identifying experience gaps across properties was guesswork.
Deployed a standardised Qualtrics post-visit survey programme across all properties, triggered via email 24 hours after checkout.
Integrated Qualtrics with the CRM to enrich survey responses with guest tier, spend, and visit frequency data.
Built a real-time experience dashboard in Qualtrics XM tracking NPS, CSAT, and key driver analysis by property.
Configured closed-loop alerts routing negative responses to property managers within 2 hours for recovery action.
Response rate of 28% achieved within 60 days of launch — well above industry average.
NPS improved by 18 points across properties within the first year.
Closed-loop recovery programme retained an estimated 12% of detractor guests who would otherwise not have returned.
Qualtrics