Case Study: IHG (InterContinental Hotels Group) achieves a unified view of guest experience with Medallia

Listening to the Heartbeat of Millions of Guests

IHG, the InterContinental Hotel Group that operates more than 5,000 hotels worldwide, needed a holistic way to measure and improve guest experience across thousands of properties. To address this, IHG partnered with Medallia (along with Ipsos Loyalty) to elevate its HeartBeat survey program, adding Medallia’s Text Analytics, an integrated reporting platform, and a link to IHG Guest Reviews to capture both solicited and public feedback.

Medallia implemented a consolidated, “one place” feedback platform and close‑the‑loop system that integrates survey, social and review data and surfaces actionable insights to hotel teams. As a result, IHG has collected 18,500,000 HeartBeat surveys, grown Medallia users from 7,500 to nearly 44,700, and now sees 88% of its hotels regularly responding to social review alerts — enabling more frequent guest responses, faster service recovery, and continuous experience improvement.

IHG