Case Study: ESS Group Sweden reverses decline in repeat business and boosts guest satisfaction with Social Tables

ESS Group - Customer Case Study

ESS Group Sweden faced a drop in repeat business and, after running a customer service survey, found guests were unlikely to recommend the hotel or extend their stays. To get to the root cause, they launched a follow-up survey campaign focused on guest feedback.

They limited the survey to a single open-ended question to surface the top three customer-service areas needing improvement, developed targeted action plans for each area, implemented those changes, and re-surveyed guests who experienced the updates—creating a simple, repeatable process to turn direct guest feedback into measurable service improvements.

ESS Group