Case Study: Pullman Sochi Centre achieves personalized guest experiences and faster service recovery with Local Measure

Pullman Sochi Centre Creates Personalized Experiences From Customer Feedback

Pullman Sochi Centre Hotel, a 5‑star property in Sochi serving both business and leisure travellers, needed a way to capture real‑time, actionable guest feedback to meet the different expectations of its clientele. To address this challenge the hotel implemented Local Measure’s Pulse real‑time feedback tool.

Local Measure’s Pulse prompts guests to rate their stay after Wi‑Fi login and sends comments to staff via the Local Measure app so teams and managers can track actions and response times. The solution enabled personalized experiences through integration with the AccorHotels Heartist program, cut average response time to under 1 hour 10 minutes, improved service recovery and internal communication, and contributed to an increase in the hotel’s Reputation Performance Score.

Pullman Sochi Centre Hotel

Nicolas Torio

General Manager