Customer Feedback Yielded Actionable Insights for Sun International
CHALLENGE
Following a restructuring and rebranding in 2014, the Sun International Group renewed its emphasis on providing superior customer service. The South African hotel, gaming, and entertainment group determined that analyzing and acting on guest feedback was key to achieving this goal.
SOLUTION
Sun International created a formal Customer Experience (CX) department. With Clarabridge’s help, the company expanded on its existing CX initiative and began analyzing higher volumes of guest feedback data in both English and Spanish. The CX team was able to extract actionable insights in real time, create reports and dashboards for various stakeholders across the company, and ensure that relevant insights were sent to property managers for follow-up.
SUCCESS HIGHLIGHTS
- Higher guest satisfaction scores
- Increase in survey response rates, with some properties seeing response rates above the industry average
- Ability to automate analysis of text-based feedback, allowing for the inclusion of more open-ended comments in surveys
Related Resources

TDECU Uses Interaction Analytics to Inform Business Growth and Be “Anytime, Anywhere” For Its Members
Learn More
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