IMAGE TOURS + SOGOLYTICS

Image Tours Achieves 80% Response Rates to
Improve Customer Experience  
Image Tours digitized feedback collection, doubled response rates, 
and accelerated customer issue resolution. 
Key
Highlights
80%
Feedback response rate
2x
Faster Issue identification and resolution 
0%
Delay in feedback reporting 
Overview
Image Tours, a Michigan-based European tour operator since 1939, struggled with slow paper surveys that delayed insights and lacked actionable clarity. Partnering with Sogolytics, they digitized their feedback process, doubled response rates, and gained real-time visibility into issues, leading to faster fixes, better guest experiences, and more repeat bookings.
Industry
Travel and Hospitality 
Use Case
Customer Experience
Region
Michigan, US
Rachel Najar
By implementing the Sogolytics platform, we now have better insights into the customer experience and exactly how to make the most impactful changes.
Rachel Najar European Operations Manager, Image Tours
Get outperforming feedback results like Image Tours did
The Challenge
40%
Feedback response rate using paper-based surveys 
Paper-Based Surveys Created Operational Bottlenecks 
Image Tours relied on paper surveys mailed to customers after each tour, creating logistical challenges from distribution to data collection. The manual process meant lower response rates, deciphering illegible handwriting, and manually copying surveys for distribution across management teams. 
Lack of Actionable Insights 
Multiple stakeholders reviewed the same surveys seeking different information, making it difficult to extract meaningful patterns. The brand couldn't identify which specific tour elements like hotels, drivers, guides, or restaurants were causing customer dissatisfaction, limiting their ability to make targeted improvements. 
Delay in Resolution 
Using paper-based surveys delayed the identification of patterns, restricting Image Tours to recognize trends only during year-end reviews. This lag in visibility resulted in missed chances to address service provider issues in real time, undermining partnership trust across their tour network. 
The Solution
2xFaster
Issue identification 
and resolution 
User-Friendly Digital Survey Platform 
Image Tours implemented Sogolytics AI-powered Customer Experience Platform to run personalized surveys across their tour network. This enabled Image Tours to design and deploy surveys using the Sogolytics Enterprise Survey Builder. Sogolytics round-the-clock support helped streamline questionnaires to capture maximum feedback in minimum clicks, making the process efficient for the brand, its tour operators, partners, and customers.
Automated Distribution and Data Collection 
Image Tours was able to leverage the Sogolytics Survey Platform to run automated survey distribution immediately after tours concluded, eliminating manual mailing processes. Scheduled distribution kept Image Tours on top of data collection without administrative burden, while digital responses enabled instant data aggregation for analysis.
Advanced Analytics and Reporting Capabilities 
The Sogolytics Survey Platform empowered Image Tours to aggregate and analyze comprehensive feedback across every aspect of each tour, including specific hotels, rooms, drivers, guides, and services. Advanced analytics delivered actionable insights and trends, while customizable reporting tools enabled Image Tours to share tailored data with service providers, supporting productive & data-driven conversations that drive meaningful improvements. 
The Result
80%
Feedback response achieved 
  • Response rates surged from 40% to nearly 80%, providing Image Tours with significantly more customer feedback data to analyze and act upon, for continuous tour improvements. 

  • Drilled-down analytics delivered actionable information by filtering through multiple tour variables, enabling management to isolate specific factors affecting customer experiences and make targeted interventions. 

  • Automated survey distribution eliminated manual mailing and routing processes, streamlining operations and ensuring Image Tours stays on top of feedback collection without administrative delays or bottlenecks. 

  • Enabled comprehensive visibility into the factors influencing each tour's success, from accommodations and transportation to guides and dining, empowering Image Tours to understand and optimize every CX touchpoint. 

    • Why Sogolytics?
    Travel and hospitality brands choose Sogolytics to transform customer feedback into actionable intelligence that drives satisfaction and repeat business. 
    Reach 
    Leverage AI-powered surveys to lift response rates and get richer and more actionable customer insights. 
    Clarity
    Analyze every tour factor to pinpoint specific issues for effective resolution. 
    Agility
    Identify and resolve recurring issues before they affect customer experience. 
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    100,000+

    customers in 96 countries

    79%

    clients left a competitor for us

    A+

    BBB ratings

    100%

    EU Safe Harbor Compliant

    GDPR_Seal Hipaa_Compliant AICPA_SOC ISO_Seal certification type
    TRUSTe
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