21C Museum Hotels Uses Customer Feedback to Deliver Superior Guest Experiences

21C Hotels Logo Dark
Clarabridge Analytics
Customer Experience
Customer Engagement
Customer Feedback Management


21c Museum Hotels is on a mission to redefine the art of modern Southern hospitality by delivering superior and personalized guest experiences across its hotels. To make informed decisions on how to do this, it needed to know what guests were saying about their stays.


Clarabridge helps the company understand and analyze guest feedback surveys so it can act on guest insights. 21c uses the feedback to make strategic decisions about everything from staffing to design improvements in guest rooms. Management shares feedback with employees so all team members can see how they impact guest satisfaction and how they can improve the services they offer. The company challenges teams at each property to follow up on all guest feedback, whether it is positive or negative.

Success Highlights

  • Improved guest experiences due to insights provided in guest feedback surveys
  • Ability to make informed strategic decisions based on guest feedback
  • Better understanding among employees as to what providing a superior guest experience looks like and how they can contribute to that goal

The team at 21c leverages Clarabridge to understand and analyze guest feedback surveys. They make it a priority to act on guest insight, making sure the voice of the guest impacts everything they do, from staffing to design improvements in guest rooms.

Related Resources

Vera Bradley Reduces Response Times and Boosts Social Customer Service

Learn how Vera Bradley is using Clarabridge to improve social customer service, increase efficiency in the contact center, and help every employee understand how they impact the customer experience.

Learn More
Personalized CX with OPINATOR & Clarabridge

In this video, Key Account Manager, Valeria, explains how the Clarabridge/OPINATOR partnership helps organizations to gather and analyze customer feedback.

Learn More

Request a Demo