Rival’s conversational approach to research, coupled with its speed, agility and broad appeal, has driven engagement rates of 83% with cruisers of all ages; especially Gen X and Boomers. The ability to layer in cruiser video feedback brings data to life and adds credibility to the insights collected. As a result, business decisions with clear revenue implications are made with greater speed and confidence.
Rival’s platform plays a vital role in a fully integrated insights program system that uses conventional surveys in parallel with the insight community to generate a deep, rich, and multifaceted understanding of their guests’ expectations and experiences – sometimes as rapidly as overnight. For example, the cruise line was looking to update its policy on smoking inside the casino. The leadership team could not reach a consensus, so they engaged the community to better understand the potential impacts of their decisions.
Feedback from the community was rapid and definitive. The policies were amended based on community feedback, and Carnival enjoyed a smooth transition with absolutely no impact on casino revenue bookings. Moreover, their research highlighted additional key insights that were used to inform campaigns focused on the “fun” of gambling in the casino on a cruise ship.