Using feedback to safely reopen hotels and resorts
Leveraging Fast, Actionable Feedback To Safely Reopen Resorts
Like other vacation clubs and hotels, Holiday Inn Club Vacations® had to close 29 resorts in March 2020. There was no playbook to consult for a situation like this one. The Club had to find a way to discover how its members and owners were feeling about travel and safety and what they might be expecting once they arrived at a resort. In addition, there were no set regulatory guidelines or actions in place.
Find out how Holiday Inn Club Vacations leveraged Medallia to achieve a:
- 16 point increase in NPS by improving guest comfort level with new safety policies & procedures
- 41% increase in customer satisfaction
- 21% increase in Medallia user engagement within 4 months