Case Study: Expedia improves customer experience and loyalty with Resonate Solutions

Expedia - Customer Case Study

Expedia Australia and New Zealand, part of the global Expedia group, partnered with Resonate Solutions to better understand and improve the customer experience across its travel brands and booking types. The company needed clearer insight into post-trip satisfaction, loyalty drivers, and the key factors influencing advocacy and dissatisfaction among different customer segments.

Resonate Solutions implemented a customer experience and voice-of-customer program built around surveys aligned to global metrics, text analytics, dashboards, A/B testing, and a mobile insights app for executives. The solution helped Expedia ANZ identify major drivers such as hotel standards, baggage policy clarity, frequent flyer policy impacts, and app usability, enabling the business to act on real-time feedback, prioritize improvements, and monitor performance across brands and segments.

Expedia

Justin Lee

Director of Customer Experience AU & NZ