Case Study: Carnival Corporation achieves faster, richer guest insights with Rival Technologies

How Carnival uses their insight community to uncover actionable feedback in hours, not days

Carnival Corporation, the world’s largest cruise line by passengers carried annually, needed a faster and more specific way to turn large volumes of “Voice of the Player” data into actionable insights. Traditional CSAT, NPS, and other data sources showed broad trends, but they lacked the qualitative detail needed to understand what concepts like “atmosphere” in the casino really meant to different guests. To address this, Carnival worked with Rival Technologies and its insight community platform.

Rival Technologies launched a 4,000-member mobile-first insight community of cruisers that could deliver quant and qual feedback, including video, in hours rather than days. The approach generated an 83% response rate for pre- and post-sailing activities and helped Carnival make faster, more confident decisions with revenue implications. In one example, community feedback guided a casino smoking policy update, which was implemented smoothly with no impact on casino revenue bookings.

Carnival Corporation

Irene Jofre

Global Director Consumer Insights, Casino Operations