Case Study: Breckenridge Grand Vacations achieves improved customer experience and boosted satisfaction with Keatext

How Breckenridge Grand Vacations Improved Their Customer Experience With Text Analytics

Breckenridge Grand Vacations needed a proactive way to turn unstructured guest feedback into actionable insights — to spot friction points, track sentiment across surveys, channels and time, and implement changes quickly without disrupting existing systems. To achieve that, they selected Keatext and its text analytics solution.

Keatext was integrated with BGV’s customer management tools to consolidate channels, build custom dashboards and deliver near‑real‑time sentiment analysis; this let the team identify issues like cancellation/rescheduling friction, revise policies, and track customer satisfaction rising in response. Keatext’s analytics became central to BGV’s quality‑assurance process, eliminating information silos, speeding decision‑making, and providing day‑to‑day visibility into measurable improvements in guest satisfaction.

Breckenridge Grand Vacations

Rick Tramontana

Director of Owner Relations