Case Study: Kampgrounds of America achieves higher NPS and better reviews with Medallia Concierge

Nashville KOA Boosts NPS Scores and Positive Reviews with Real-time Messaging

Kampgrounds of America’s Nashville KOA wanted faster, more personal guest communication to improve satisfaction and online reviews across its large campground. General Manager Aaron Williamson selected a mobile guest-messaging solution from Medallia Concierge (the Zingle guest engagement platform) to introduce pre-arrival welcome texts, activity schedules and real‑time messaging for common guest needs.

Medallia Concierge implemented automated workflows, canned responses and a monitored messaging inbox so staff could respond in about 60 seconds, replacing email with text as the primary channel. The program drove a 50% response rate to pre-arrival messages, 20% of guests engaging in real-time conversations, a 100% shift from email to text for guest communication, a two‑point NPS increase and 99% positive text interactions—while reducing front‑desk load and improving online reviews.

Kampgrounds of America

Aaron Williamson

General Manager