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.
