Case Study: Luxury Escapes defines its digital strategy and boosts customer satisfaction with Mopinion

Luxury Escapes leverages customer feedback to define its digital strategy

Luxury Escapes is an Australian company that sells curated luxury travel packages and works closely with hotels and other hospitality partners. The business needed clearer, actionable customer insight to decide which partner locations to keep, improve the online booking experience, and measure loyalty and marketing effectiveness — but their prior feedback program relied on simple yes/no surveys without open comments or follow-up routing, limiting its strategic value.

They adopted Mopinion for website and email feedback, using question routing, Salesforce integration, NPS measurement and robust reporting to gather targeted, contextual responses. That shift delivered actionable insights — post-trip surveys produced a Top 10 partner list, helped surface booking issues for rapid follow-up, improved partner-selection decisions and customer matching, and gave the team measurable data to refine their digital strategy and customer satisfaction efforts.

Luxury Escapes

Nathan Contin

Customer Service Team Leader