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

Challenge

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.

Solution

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