Case Study: Majid Al Futtaim achieves hyper-personalized guest experiences and improved guest satisfaction with Local Measure's Pulse

Majid Al Futtaim Sets New standard for Hyper-Personalized Guest Experiences

Majid Al Futtaim, a Dubai-based group operating 13 hotels and serving about 1.6 million guests annually, needed to capture real-time guest feedback and boost review capture because guest relations was only hearing from guests after check-out. The company engaged Local Measure and its Pulse feedback platform to close that gap and enable hyper-personalized guest experiences.

Local Measure deployed Pulse as a WiFi-login feedback screen that prompts 1–5 emoji ratings, requests comments for low scores, and routes alerts to managers for immediate action. After piloting five properties and rolling Pulse out group-wide, hotels now receive roughly 400 Pulses per month per property versus 150 post-stay surveys, respond to Pulses in about 3 minutes and resolve issues in 15–40 minutes, and have seen guest satisfaction scores rise (examples: 86%→87% and 80.7%→90.4%), reducing negative reviews and improving personalized service.

Majid Al Futtaim

Omayma Mourai

Properties’ Manager