Holiday Inn Club Vacations used Medallia to safely reopen 29 resorts during the COVID-19 pandemic by collecting fast, actionable guest feedback. Through Medallia surveys and Text Analytics, they tailored safety protocols and made changes like enhanced cleaning, digital check-ins, and clearer signage. A key discovery was the importance of online room layouts, prompting their return to the website. Within months, customer satisfaction rose 41%, NPS increased by 16 points, and Medallia platform engagement grew 21%. Guest perceptions improved as those feeling constrained by protocols dropped from 17% to 7.8%.

Join for free to read