Case Study: Alberta Parks achieves midseason, data-driven visitor improvements and 84% camper satisfaction with SAS Text Miner

Customer input becomes continuous improvement

Alberta Parks, which manages about 250 campgrounds and 14,000 campsites serving more than 1.8 million overnight visitors annually, faced a challenge turning large volumes of open-ended visitor feedback into timely action. With nearly 15,000 survey replies in 2013 and roughly 80% containing text, the agency needed a way to respond to customer concerns during the season rather than waiting for year-end analysis.

By deploying SAS Text Miner to process survey and other text-based feedback, Alberta Parks began delivering weekly insights to regional managers and making midseason operational changes—such as adjusting shower timing and addressing sanitizer and service concerns. This move to continuous, data-driven improvement contributed to strong results: 84% customer satisfaction and 89% of campers saying they would recommend the park.

Alberta Parks

Roy Finzel

Manager of Business Integration and Analysis