Case Study: Voyages Indigenous Tourism Australia improves guest feedback and service recovery with Shiji Group’s Reviewpro Reputation

Voyages Indigenous Tourism Australia boosts management response rates to 96.1% with Shiji Group

Voyages Indigenous Tourism Australia, which operates Ayers Rock Resort and Mossman Gorge Cultural Centre, faced challenges with fragmented and delayed guest feedback systems. Their methods were inconsistent and labor-intensive, preventing timely service recovery. To address this, they partnered with Shiji Group and implemented its Reviewpro Reputation solution to capture targeted, real-time insights and consolidate all feedback into a single system.

Shiji Group's implementation of Reviewpro provided Voyages with a centralized dashboard consolidating over 140 feedback sources. This enabled real-time alerts, faster service recovery, and data-driven operational decisions. The measurable results included a management response rate increase from 46.6% to 96.1%, a survey completion rate of 88.35%, and a 1.3-point year-over-year increase in their Guest Review Index (GRI).

Voyages Indigenous Tourism Australia