Case Study: Leading Travel and Leisure Company achieves a single source of truth for customer feedback with NetBase Quid

Travel and Leisure Company Puts Customer Experience First With Netbase

A global travel and leisure company (revenue $15–20B, 85,000+ employees, 9,000+ locations in 80+ countries) needed a way to regularly analyze patron feedback across five brands and multiple touchpoints. Marketing, Customer Care, and Operations were analyzing different data silos—phone, chat, email, social and review sites—so the business lacked a unified customer view to prioritize the highest-impact experience improvements.

NetBase consolidated all feedback into a single platform and used advanced NLP to analyze unstructured text across channels, creating a single source of truth. The result: marketing refined messaging around positive experiences, operations identified and fixed reservation-system bottlenecks, and customer care implemented early-prevention processes to handle more contacts and resolve issues faster—driving faster, data-driven decisions and better cross-team collaboration.