Case Study: Serfaus-Fiss-Ladis improves guest and employee experience with Smaply

Serfaus-Fiss-Ladis - Customer Case Study

The tourism destination Serfaus-Fiss-Ladis sought to better understand its guests' and employees' experiences to improve its services as a leading family resort. They partnered with the vendor Smaply, utilizing their mobile ethnography tool called ExperienceFellow* to conduct a "Mobile Quality Check" and gather in-depth qualitative feedback.

Smaply's solution provided a white-labelled app that allowed guests to provide real-time, location-based feedback, which the management could monitor and react to immediately. The project gathered 370 total touchpoints from over 300 participants. This enabled Serfaus-Fiss-Ladis to quickly resolve service issues and plan long-term improvements, enhancing both the customer experience and internal employee engagement.

Serfaus-Fiss-Ladis

Christof Schalber

Project manager at cable car Komperdell