Case Study – Customer Satisfaction Study

Industry

Leisure & Destination

Function

Market Research

Business Challenge

The client is a well-established family leisure and entertainment destination in Dubai, with over 25 years of successful seasonal operations. They conduct annual customer satisfaction studies to measure and improve customer experience. However, relying on yearly feedback limited their ability to make timely improvements.

Project Objective

Customer Journey Analysis: Assess satisfaction throughout the customer journey, from awareness to in-park experience and post-visit.
Enhance Experience: Continuously improve customer experience, increase satisfaction, boost visit frequency, and drive revenue.

Approach & Solution

Dynamic Feedback System: Implemented a real-time customer satisfaction program that provided weekly feedback to enable timely improvements within the current season. This approach ensured that customer insights were actionable immediately, rather than waiting for the next season.
Voice of Customer Surveys: Utilized SOL’s customer feedback platform to generate dynamic insights and action points. Insights were provided on a daily, weekly, and monthly basis, allowing for continuous enhancements.

Project Outcome

Increased Customer Satisfaction Index (CSI): Achieved an 18% increase in CSI during the engagement period.
Improved Net Promoter Score (NPS): Enhanced NPS by 20 percentage points.
Enhanced Experience: Identified and addressed customer grievances on a weekly basis, leading to improved overall satisfaction, better brand image, increased positive word of mouth, and a rise in the number of visits.