How Dorna Sports turbocharged viewer experience with data-driven insights

Headquarters

Barcelona, Spain

Type

B2C

Use Case

Customer Experience

Industry

Media and Entertainment

How Dorna Sports turbocharged viewer experience with data-driven insights

About Dorna Sports

Dorna Sports SL, a global leader in sports media, is renowned for its thrilling coverage of motorcycle racing, particularly through the MotoGP™ and World Superbike Championships.

Since its inception, Dorna Sports has become a key player in the sports world, delivering high-energy entertainment to millions of fans worldwide. Beyond the racetrack, Dorna’s commitment to excellence extends to fan engagement, media production, and global sports management.

How we hit the mark

User-friendly UI
Logic-based questions
NPS surveys
Customizable branding options
Efficient reporting and export
Quick and responsive support

"SurveySparrow has significantly improved how we engage with our audience. Its user-friendly design makes survey creation and analysis straightforward. The customization options and responsive support from the SurveySparrow team have been very valuable. We've also noticed a time savings thanks to the tool's ease of use."

Laura Garcia Llorca

CRM campaign manager, Dorna Sports SL

Goal

Dorna Sports aimed to measure customer satisfaction and identify areas for growth. Their objective was to implement an experience management platform capable of collecting and analyzing feedback from their large and diverse user base. By gaining a deeper understanding of their customer’s needs and preferences, Dorna aimed to identify areas for improvement in their products and enhance the user experience.

Challenges

Dorna has always prioritized user feedback, focusing on the customer and driving a continuous improvement process based on their input. They were looking for an intuitive and easy-to-use platform that optimized the time spent creating surveys and offered advanced features such as response logic and its customizable capabilities.

Solution

In their continuous effort to enhance the viewer experience, Dorna selected SurveySparrow to gather critical feedback from their audience. SurveySparrow enabled Dorna Sports to create custom surveys that captured feedback at various stages of the viewer’s journey.

The platform’s intuitive interface allowed Dorna to deploy NPS and customer satisfaction surveys. The advanced customization options enabled Dorna Sports to create branded surveys that aligned with their brand identity. The use of conditional logic branching ensured that only relevant questions were asked, resulting in the collection of precise information.

SurveySparrow’s robust dashboard simplified the processing of large volumes of data, and the ability to export or share reports facilitated effective collaboration with other teams. This streamlined approach enabled Dorna to take timely follow-up actions and make informed decisions.

Result

Reached a 16% survey response rate

Engaged 80,000+ users with CSAT surveys

Gained a deeper understanding of viewer preferences

Dorna Sports successfully implemented a comprehensive feedback strategy using SurveySparrow, gaining invaluable insights into viewer preferences and pain points. They have increased the response rate, reaching up to 16% in their surveys.

The streamlined survey creation and analysis processes saved Dorna Sports SL time and resources, allowing them to focus on implementing changes based on user feedback rather than spending excessive time on survey creation and analysis. Additionally, thanks to the NPS project, they now have better knowledge and control over customer perception of the company.