Qualtrics for Travel & Hospitality

Testing the waters successfully

Royal Caribbean used Qualtrics to refine its message and launch a
multi-million dollar, award-winning ad campaign.

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customer experience

Create loyalty that a cheaper rate can't buy
  • Post-stay / post-trip satisfaction surveys
  • Targeted promotions
  • Real-time case management
  • Booking abandonment solutions
Explore CX

NPS® (Net Promoter Score)

With Qualtrics’ Bain-certified NPS, you can combine in-moment and long-term customer satisfaction feedback to accurately measure and improve customer experience.

Relational & Transactional CSAT

Capture client satisfaction metrics related to individual transactions or overall satisfaction.

Booking Abandonment Surveys

Engage visitors after they leave your website to understand why they may have left without booking their stay or trip, and offer incentives or solutions to encourage a return visit.

Post-Experience Surveys

How was the check-in experience? Was room service up to a guest’s expectations? How did a guest feel about their entire trip? Uncover insights on where and how to improve.

Real-Time Experiments

Quickly perform experiments to improve everything from click-through, to conversion, to on-property experience.

Targeted Offers

Provide targeted offers on your website to encourage booking based on online behaviour and profile criteria, all without the help of your IT department.

Dynamic Dashboard

With dynamic, role-based dashboards and mobile analytics the right people get the real-time data they need.

Case Management

Enable automated tracking of identified service issues and assign them to the right people within your organisation. Follow up instantly with dissatisfied guests and travelers.

Website Feedback

Allow visitors to give feedback on your website, holistically or on a page-by-page basis, so you can pinpoint where improvements are needed.

Native Text Analytics

Built-in text analytics allows you to identify trending topics or key service gaps.

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Market Research

Deliver what your guests want, long before they ask
  • Guest preference research
  • Loyalty program assessment
  • Online booking driver analysis
  • Competitive benchmarking
Explore MR

Competitive Benchmarking

Put everything into perspective by gaining an understanding of where you stand in relation to your key competitors. Capitalise on key business differentiators and identify gaps in products and service.

Ad Testing

How does ad content influence the way people perceive your brand and/or encourage conversion? Answer these questions and more by conducting in-depth ad testing across key customer segments online and direct.

Brand Tracking

Easily track brand perceptions and awareness. Capitalise on strengths while addressing weaknesses.


Increase your level of customer understanding. Dive into the lifestyle, behaviour, and habits that influence booking decisions.

Panel Management

Recruit and manage new research panel members to increase response rates and quickly collect high-quality data that leads to better insights.

A/B Testing

Test new features or processes to quickly understand how they can positively affect the customer experience across the entire journey and through every channel.

Mobile Experience OPTIMISATION

Understand how people are experiencing your mobile site and apps and make improvements based on their feedback.

Conjoint Analysis

Understand the value your customers attach to unique features and services offered by your company. Optimise the customer experience without breaking your budget.

Market Trends

Where is your industry headed? Monitor industry and market trends to keep your company ahead of the curve.

Market Segmentation

Track customer behaviour across unique segments. Take action based on the value associated with each customer type.

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Employee Insights

When your employees go the extra mile, they propel your brand even further
  • Employee 360 reviews
  • Employee insight
  • Onboarding feedback
  • Exit interviews
Explore EI

Employee 360 Reviews

Customisable 360 reviews provide additional perspective for understanding how employees are contributing to their teams.

Engagement Drivers

Identify what drives engagement across your organisation, from executives to guest-facing employees.

OnBoarding Improvement

Find out how to improve and tailor the onboarding process so every employee can hit the ground running.

Exit Insights

Discover why employees leave and pinpoint areas for improvement to help you retain and build a stronger workforce.

Ad-Hoc Employee Surveys

Immediately gather employee feedback and make fast, data-driven decisions for your workforce.

Post-Interview Feedback

How do candidates feel about the interviews they attended? With Qualtrics, you can improve the entire interviewing process to help you land highly sought-after candidates.

Build a workforce that builds your brand
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Welcome to the Experience Management PlatformTM

Four applications to manage the four key experiences of business

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Delight customers at every touchpoint. Monitor, respond and improve every interaction along the customer journey.

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Uncover product needs, prioritise features, and predict market trends.

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Drive employee excellence by measuring and optimising every stage of the employee lifecycle.

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Increase brand equity, test and improve advertising, and identify your essential brand drivers.

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