Case Study: Marriott International achieves deeper customer insights and better guest experiences with Qualtrics

Marriott International - Customer Case Study

Marriott International, a global lodging company with more than 4,200 properties in 79 countries, needed a reliable way to keep pace with changing market demands by understanding guest opinions across its large, diverse portfolio. The challenge was to execute concept testing and satisfaction research at scale so leadership could evolve strategy and tactics based on real customer feedback.

Marriott used Qualtrics XM to collect and analyze customer feedback on virtually every aspect of the guest experience, enabling rapid concept testing and satisfaction measurement. The platform made it easy to uncover guest opinions and take action, helping Marriott adapt offerings and ensure the best possible experience across its properties.

Marriott International