AI Transforms Survey Analysis Enabling Continuous Customer Experience Improvement

About the Client

A leading not-for-profit organization that provides educational travel programs primarily geared toward older adults. They are the world’s largest and most innovative creator of experiential learning opportunities. They have guided generations of lifelong learners on transformative learning adventures from San Francisco to Siberia, and nearly everywhere in between.

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The Challenge

A travel and hospitality client encountered a hiccup evaluating customer experience feedback data to enhance program quality. Manual review of evaluations led to incomplete data and limited assessment to 2-3 programs daily.

The Solution

To automate evaluation processes, 66degrees utilized Google Cloud Platform to develop an enrichment pipeline. It filtered, enriched, and visualized daily program feedback, enhancing data analysis efficiency and program quality assessment.

The Result

Enhanced Data Review Capacity: Google Cloud’s AI/ML expanded data review capability from a few hundred to comprehensive coverage.

Comprehensive Oversight: Ability to review all programs ensured quality assessment and continuous improvement in customer experience.

Improved Focus: Shifted from reviewing only poor-performing to all high-performing programs enhanced customer experience.

Streamlined Analysis: AI/ML features simplified data analysis, enabling regional teams to enhance customer experiences efficiently.