How Simpson Travel uses feedback to create incredible holiday experiences

Simpson Travel promises its guests much more than just a week or two away – they’ve built their business on delivering experiences to their clients. From boutique hotels to itineraries designed by local experts that will exceed expectations, understanding exactly what delights their customers is essential. With Qualtrics, they’ve put their guests at the heart of every decision from investing in new properties to offering new types of holidays to keep up with what customers want.

Our core business is listening to our guests - listen to what they want and act on it and you’ll deliver a better business, it’s that simple

Ed Pyke, Operations Director

HOW SIMPSON TRAVEL CLOSED THE EXPERIENCE GAP

End-to-end guest experience tracking

The Simpson Travel team is able to request feedback at every key stage of the guest journey and combine the feedback on a single platform.

Working closely with property owners

The team is able to drill down into guest feedback to help inform property owners about key updates that will delight their customers.

Enabling everyone, wherever they are

100 out of their 150 staff are based overseas, so they introduced dashboards, accessible through the mobile app that would keep staff informed about any issues in their region so they could take action quickly.

The personal touch. Wherever guests are.

By being able to close the loop and respond to customers whether they’re at home or at their holiday destination, Simpson Travel is able to solve problems quickly and step in to improve the experience at any time

We needed a platform that would allow us to see the end-to-end customer journey and make decisions based on what our customers were saying.

Ed Pyke, Operations Director

16%

Above the industry average NPS

20%

Increase in repeat bookings

12%

Increase in guest recommendations

WHY QUALTRICS?

The right feedback, to the right people

With Qualtrics, customer insights are automatically delivered to the right people through dashboards mapped to Simpson Travel’s hierarchy

Qualtrics mobile app

With two thirds of its workforce overseas, the team at Simpson Travel can now automatically share insights in real-time with people on the ground who can make quick decisions to impact their customers.

The complete picture

With all their feedback from booking to when guests return from their trip on a single platform, Simpson Travel can see the complete customer journey and where they can have the biggest impact

Fast, flexible customer research

As well as running their CX program, it’s easy for the team to launch ad-hoc research such as identifying new destinations, properties and experiences to ensure they remain relevant. From starting with a simple customer survey, their program has scaled with them to the complete customer experience program in place today.

See how Qualtrics can help you optimise the Customer Experience today

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For nearly 40 years, Simpson Travel has delivered incredible holiday experiences in locations across Europe. Its portfolio of destinations includes Corsica, France, Greece, Italy, Mallorca and Turkey. It specialises in boutique hotels and luxury hotels and villas, and ensures high standards by visiting each of its residencies.