Revolutionizing Member Satisfaction: Marriott International’s Success with SurveyVista
Key Takeaways from the Marriott International case study:
How Marriott optimized resource feedback using SurveyVista’s automated and scalable survey system.
The value of license-free, role-based dashboard access for improving team insights and decision-making.
How integrating SurveyVista with Salesforce improved operational efficiency and response rates across properties.
Working with SurveyVista has been an exceptional experience. When we were in search of a new survey platform, our organization had unique requirements that demanded a custom solution. SurveyVista consistently rose to the challenge, never hesitating to accommodate our needs. Their support has significantly enhanced and streamlined our survey process.
Marriott International is a leading American multinational hospitality company that operates, franchises, and licenses hotels, residences, and timeshare properties. Founded in 1927 and headquartered in Bethesda, Maryland, Marriott manages over 9,300 properties across 144 countries and territories.
With a strong focus on guest satisfaction, Marriott continues to innovate through digital transformation, sustainability initiatives, and cutting-edge technology to enhance customer experiences. Its global presence and commitment to service excellence make it a leader in the hospitality industry.
Business Challenge
Marriott’s Operations Support Resource (OSR) team is responsible for managing and scheduling discipline experts that support properties and aid in their operational success. However, the OSR team realized their current mechanism was not keeping up with their business needs and they needed something else.
High Cost for Limited Value: The existing solution was priced too high relative to the functionality it provided.
Lack of License-Free Dashboards: Team members couldn’t access personalized dashboards without full Salesforce licenses – a major limitation and a key factor in selecting SurveyVista.
Native Salesforce Integration: It was difficult to work seamlessly with existing Salesforce data and workflows.
Fragmented Systems: The platform relied on multiple disconnected tools, resulting in inefficiencies and added complexity.
Limited Flexibility: The system couldn’t keep up with the OSR team’s frequently changing needs and required too much effort to customize.
Lack of Manager-Level Dashboards: Managers had difficulty accessing data on the performance of resources reporting to them.
This gap highlighted the need for a robust feedback system to enhance performance tracking and resource optimization across properties.
The Solution: SurveyVista
SurveyVista provided a comprehensive and automated solution to streamline Marriott’s resource feedback process and enhance operational efficiency. Key features include:
Automated Survey Distribution: Surveys are automatically sent to the property contact one day after a resource completes their task, ensuring timely and structured feedback collection.
Customizable reminder emails: While Marriott’s previous system supported reminders, SurveyVista stood out with its highly customizable reminder workflows, including the ability to schedule multiple follow-ups, such as one week after no response, to boost response rates.
Structured Feedback Collection: Property contacts submit standardized evaluations through customizable surveys, capturing valuable insights into resource performance.
Real-Time Performance Reporting: Once a survey is completed, a report link is immediately emailed to the resource, offering instant access to feedback. Reports include filters such as Property and Time Range for easy analysis.
Secure Access via Experience Cloud: Since each resource is a single contact in Salesforce, a digital experience site was configured to enable guest user visibility. With SurveyVista, resources can:
View personalized feedback securely.
Download reports as PDFs or export raw data as CSV files.
Apply filters such as Property and Time Range to analyze performance trends.
Receive an automated email with a secure report link, ensuring accessibility while protecting data integrity.
Role-Based Data Access & Hierarchy: Managers can access survey metrics for their assigned resources based on the reporting hierarchy defined within the system.
Access is restricted based on the hierarchy, ensuring managers only see performance data for their assigned resources.
Higher-level managers can filter and analyze data across multiple properties, tracking trends and optimizing resource allocation.
This structured access prevents data overlap, enhances decision-making, and strengthens security within the OSR framework.
Can create filters for each target resource and property.
Scalability & Efficiency: By automating feedback collection, SurveyVista was able to eliminate manual follow-ups, enhanced response rates, and ensured Marriott could efficiently manage resources across all properties.
License-Free Access via Digital Experience Site Page: A key selling point was the ability for team members to securely access and download personalized feedback through a Salesforce Digital Experience Site, without requiring full Salesforce licenses.
About SurveyVista
SurveyVista is a 100% native Salesforce feedback management and data collection solution that empowers businesses to seamlessly collect, integrate, understand, and act on feedback across the customer, partner, and employee lifecycle.
One Product, Endless Applications: Surveys, Forms, Assessments, Landing Pages, Quizzes, and Checklists.
Effortlessly Enhance Experiences: Elevate customer, employee, and partner experiences with intuitive, automated surveys and forms.
Drive Efficiency and Savings: Real-time, no-code Salesforce integration with automated data mapping ensures unified data, providing teams with critical feedback where it matters most.
Gain Insights, Drive Results: Leverage AI-powered analytics and CRM data to reveal patterns, trends, and sentiment. Turn feedback into meaningful actions that drive better experiences, optimize operations, and accelerate growth.
Trusted by For-Profit and Non-Profit Organizations Worldwide: The most 5-star rated survey and form app on the AppExchange, SurveyVista supports diverse use cases such as CSAT, CES, NPS, VoC, grant application tracking and approval, volunteer engagement, and program impact assessments.
