Case Study: Uptown Jungle Fun Parks collects more feedback with Roller Software’s Guest Surveys

Uptown Jungle collects more feedback with the Guest Experience Score

Uptown Jungle Fun Parks is a collection of ten US-based indoor fun parks for families with young children, 12 and under. Over the years, the company used hand-written comment cards, team members speaking to guests, and tablet surveys, but these methods made it difficult to measure and act on guest feedback while staff were focused on other priorities.

After implementing ROLLER Software’s Guest Surveys, Uptown Jungle said the volume of feedback went up significantly. The team used the responses to identify guests who had poor experiences, contact them directly, and resolve issues, with Brad Collins saying they were able to turn critics into fans. Anneliese Morgan said the Guest Experience Score helped make the business better and kept general managers hyper-focused on customer service.

Uptown Jungle Fun Parks

Brad Collins

President and COO