Case Study: Sun Valley Resort achieves 22.7% NPS lift and faster, data-driven decisions with Qualtrics

Sun Valley Resort - Customer Case Study

Sun Valley Resort, a year‑round destination drawing over 400,000 skier visits in winter and nearly 200,000 summer visitors, struggled with limited survey functionality from its previous vendor and relied on anecdotal, outdated customer feedback — making it hard to optimize marketing spend and inform weekly decisions.

By adopting Qualtrics, Sun Valley deploys one primary seasonal survey with skip logic to capture area‑specific NPS (hotels, dining, retail, etc.), edit questions on the fly, and receive real‑time and daily digests of feedback. The change increased survey response rates by 6%, lifted NPS 22.7%, shortened feedback turnaround by 2–3 weeks, and allowed the team to better target marketing dollars and make faster, data‑driven decisions.

Sun Valley Resort

Michael Fitzpatrick

Marketing Manager