Case Study: Visit Bruges turns visitor feedback into better experiences with Hello Customer

Visit Bruges turns millions of visitor touchpoints into action with Hello Customer

Visit Bruges, the official tourism organization for the city of Bruges, faced the challenge of collecting fragmented and underused feedback from millions of visitors across its many touchpoints. They needed a common structure to bring this feedback together, a way to avoid survey fatigue with short questionnaires, and a method to turn insights into actionable improvements for the visitor experience. They partnered with the vendor Hello Customer to solve this.

Hello Customer implemented a solution where short surveys of one score and one open question were deployed at every touchpoint. Their AI then read every open comment to group feedback into recurring themes. This allowed the team to quickly detect issues, align stakeholders around concrete actions, and make structural improvements across the entire visitor journey.

Visit Bruges