NetServ’s Tatvam solution helps Herschend Family Entertainment to deliver quality guest experiences

Dollywood

NetServ, a leading provider of customer feedback analysis, has announced that Herschend Family Entertainment is using its Tatvam solution to listen to and act on customer feedback.

NetServ is pleased to announce that Herschend Family Entertainment (HFE), operator of a range of thrilling rides, immersive events and live shows, has been using its Tatvam solution to collect and analyse guest feedback. This enables the attraction provider to deliver positive guest experiences at its venues.

The attractions owned by Herschend Family Entertainment (HFE) are known for their thrilling rides, immersive events and live shows.  At the core of what leaves guests smiling is the organization’s attention to detail when it comes to delivering positive guest experiences.

One of the initiatives they have found helpful for delivering those details is the technology they use to better listen to their customers.

HFE and Tatvam

HFE uses Tatvam by NetServ. This uses AI to collect and analyze all of their open-ended customer comments across social media, online reviews and survey comments on a daily basis and transform the comments into measurable data and clear actionable insights.

The Tatvam solution looks at every comment made by guests and tags anytime something specific about the experience is mentioned. Next, Tatvam assigns each topic mention a sentiment score.

NetServ's Tatvam google review example

An example of a Google review, showing how Tatvam identified a specific topic mentioned by a guest they can use to improve the experience.

This technology allows them to use the voice of the customer as a major data point for measuring how their guests feel about each part of their experience, so they can then use that information to justify potential changes and new initiatives to make sure they are constantly considering the guest experience.

Happier guests

In fact, these efforts are yielding results. In August 2019, Dollywood Theme Park was recognized at one of the industry’s top award events, Amusement Today’s Golden Ticket Awards, for the Best Guest Experience.

“Following guest comments is important but being able to contextualize and qualify what they say and how they feel is paramount to future success,” says Pete Owens, the Vice President of Marketing and Public Relations at the Dollywood Company. “Tatvam has become an invaluable tool in managing our guest comments and providing us with the context we need to respond to guest concerns and compliments.”

Using Tatvam, both the attraction managers and the corporate leadership at HFE can instantly drill-down into what guests are saying and how they feel about any specific aspects of the attraction.

Tatvam Classifier word Cloud feedback

A word cloud of all the main topics that guests are talking about across all HFE attraction properties.  These topics are specifically focused on their business and are colour coded to indicate positive or negative sentiment.

By being able to recognize what topics are making the biggest impact on guest experiences, at individual attractions and company-wide, HFE’s leadership can make more informed, guest-focused, data-driven decisions.

In 2019, NetServ also announced the successful installation of its Tatvam solution at the world’s busiest airport, Hartsfield Jackson Atlanta International Airport.