Case Study: InterContinental Hotels Group improves guest experience with Medallia Agent Connect

IHG boosts social review responses to 88% with Medallia Agent Connect

InterContinental Hotels Group (IHG) needed a holistic way to measure and improve the customer experience across its vast global estate of hotels. The challenge was to effectively listen to the feedback from millions of guests staying in its 798,075 rooms. To address this, IHG partnered with the vendor Medallia to elevate its HeartBeat survey program.

The solution implemented by Medallia involved integrating its Text Analytics tool and technology with IHG's own review system and Ipsos survey methodology. This provided rich qualitative insights and combined private and public guest feedback. As a result, the number of Medallia users grew from 7,500 to nearly 40,000, and 88% of IHG hotels now regularly respond to social review alerts, empowering teams to transform insights into action.

InterContinental Hotels Group (IHG)