Case Study: Image Tours achieves 80% feedback response rates with Sogolytics

Going digital to improve feedback and analytics

Image Tours, a Michigan-based European tour operator, faced significant challenges with its outdated, paper-based customer feedback system. Their manual surveys resulted in low response rates, illegible data, and a critical delay in obtaining insights, which prevented them from identifying and addressing specific tour issues promptly. To overcome these operational bottlenecks, the company partnered with Sogolytics and its AI-powered Customer Experience Platform.

By implementing Sogolytics, Image Tours digitized its feedback process with automated survey distribution and advanced analytics. This solution enabled real-time data collection and detailed analysis of every tour element. The results were substantial: Sogolytics helped Image Tours double its feedback response rate to 80%, accelerated the identification and resolution of issues, and provided comprehensive visibility to optimize the customer experience and drive repeat business.

Image Tours

Rachel Najar

European Operations Manager