Case Study: TUI achieves 30% higher response rates and real-time customer insights with Medallia

Making travel booking experiences a dream

TUI, the UK’s largest travel company with more than 600 locations, needed a better way for store managers to understand customer sentiment and take rapid action on feedback. To solve this, TUI partnered with Medallia and deployed its software-as-a-service customer feedback platform, including the Medallia Voices mobile app, to capture and surface the real voice of the customer.

Medallia’s real-time, mobile-first solution and more accessible survey design (plus a strong opening question) drove a 30% increase in response rates and produced comments from 93% of respondents, giving TUI rich qualitative feedback. Medallia’s platform also enables TUI to run real-world tests on new-store features and to reward and incentivise staff based on customer feedback, delivering measurable operational and engagement improvements.

TUI

Helen Caron

UK and Ireland Distribution and Cruise Director