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In a marketplace rife with competition, companies in the hospitality and gaming industry need to stay on top of their game in order to keep guests coming. For Sun International, a leading South African chain of resorts, hotels and casinos, it is no different.

Industry: Hospitality

The Sun International Group is a South African premier hotels, gaming and entertainment group, with a diverse portfolio of properties, such as Sun City Resort, Sibaya Casino and Entertainment Kingdom, and Table Bay Hotel. The Sun International Group portfolio includes 23 casinos and 30 hotels in 8 different countries.

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Sun International

To remain competitive Sun International focused on delivering a superior guest experience.

In order to remain competitive, Sun International focused on delivering a superior guest experience. While they already had a guest experience initiative in place, Sun International wanted to formalise and expand on the programme. In a marketplace rife with competition, companies in the hospitality and gaming industry need to stay on top of their game in order to keep guests coming. For Sun International, a leading South African chain of resorts, hotels and casinos, it is no different. In order to stay ahead of the competition, they are actively reinvigorating their operations and improving the guest experience they deliver.

Clarabridge

Solutions

In 2014, the company created a Customer Experience (CX) department with a more active role in understanding and acting on the Voice of the Guest. They expanded on their existing CX initiative, and began analysing higher volumes of guest feedback data in both English and Spanish.

Results

Sun International has seen guest satisfaction scores steadily improving. Survey response rates have also increased, with some properties seeing response rates above the industry average.