The challenge
A resort group wanted to know how guests rate their stay and what would bring them back. Interviews had to happen at check-out without delaying guests.
Our approach
We placed trained interviewers with tablets in lobbies at peak check-out times.
- Agreed short check-out windows with each resort
- Interviewed guests for 10 minutes on tablets
- Set quotas by nationality and length of stay
- Checked data daily against the plan
The results
- 600 guest interviews over the season
- No delay to the check-out process
- Weekly results shared with resort managers
Illustrative scenario based on typical engagements. Client details are anonymised.
