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How Alaskan Dream Cruises elevated guest experience using SurveySparrow

Increased response rate

Elevated guest experience and engagement

Streamlined feedback management

About Alaskan Dream Cruises

Alaskan Dream Cruises, based in Alaska, offers small-ship voyages that provide an intimate and personalized experience. Specializing in showcasing Alaska’s natural beauty, wildlife, and culture, the company gives guests the opportunity to explore remote areas in a way that larger cruise lines cannot.

With a strong focus on delivering high-quality, authentic experiences, Alaskan Dream Cruises is dedicated to creating memorable journeys that highlight Alaska's unique landscapes and rich heritage. Their commitment to excellent customer service ensures each guest enjoys a meaningful and unforgettable trip.

Sitka, Alaska

B2C

Industry

Travel Arrangements

Use Case

Customer Experience

SurveySparrow has helped us streamline our survey process and manage feedback more efficiently. We've seen a noticeable improvement in response rates, making it easier to engage with our customers and quickly act on their feedback with minimal effort. The platform is extremely user-friendly, and the support is always available when we need them. We’ve had an excellent experience with SurveySparrow and I highly recommend it to anyone looking for a versatile CX platform.

Nathaniel Gage

Director of Guest Experience at Alaskan Dream Cruises

Goal

Alaskan Dream Cruises aimed to enhance the guest experience by understanding satisfaction levels and strengthening customer loyalty. Their goal was to ensure every guest had a pleasant experience onboard while continuously improving their services based on real- time feedback.

To achieve this, they focused on increasing response rates and guest engagement, allowing them to take meaningful actions that would make each cruise experience even better.

Challenges

Previously, Alaskan Dream Cruises relied on paper surveys to collect guest feedback. This resulted in misplaced data and unresolved customer concerns. The manual process was time-consuming and labor-intensive, making it difficult to track and analyze feedback efficiently.

Guests were also hesitant to complete lengthy paper surveys, resulting in low response rates. Since feedback was collected on paper, surveys were frequently lost, resulting in missing data and limited insights. With a significant portion of feedback slipping through the cracks, taking meaningful action became a major challenge.

Alaskan Dream Cruises was looking for an effective solution to streamline feedback collection, boost response rates, and gain deeper insights into guest sentiments.

Solution

New to SurveySparrow, Alaskan Dream Cruises, leveraged the platform to enhance guest satisfaction and loyalty. The intuitive, user-friendly interface made it easy to create and distribute NPS and CSAT surveys, allowing them to capture valuable guest insights effortlessly.

The customization features enabled them to design more engaging surveys, tailored to their needs. By utilizing email distribution feature, they ensured broader guest engagement, making it easier to collect feedback at scale.

The custom reporting feature provided detailed analytics, helping them interpret survey results with clarity. With deeper insights, Alaskan Dream Cruises was able to identify key areas for improvement and take data-driven action.

How we hit the mark

CX Surveys
Email Share
User-friendly platform

Results

With SurveySparrow, Alaskan Dream Cruises experienced a significant increase in response rates. Guests found the digital surveys easier to complete, leading to higher engagement and more actionable feedback.

The survey process became more streamlined, eliminating the need for manual data entry and analysis. The powerful analysis and reporting features enabled the team to quickly interpret customer sentiments and feedback, allowing for faster decision-making and a more agile approach to guest satisfaction.

Real-time feedback allowed them to implement improvements instantly, ensuring a more responsive and guest-centric experience.

Looking ahead, Alaskan Dream Cruises plans to expand its use of SurveySparrow by incorporating offline surveys to gather feedback in various settings.