The value of listening: An analysis of how Voyages Indigenous Tourism Australia uses guest feedback to drive operational excellence

GUEST EXPERIENCE

Voyages Indigenous Tourism Australia uses guest feedback data to enhance operational performance and elevate guest satisfaction across its unique properties, including Ayers Rock Resort and Mossman Gorge Cultural Centre.

Why it matters: By listening to guest feedback in real time, Voyages transformed how its teams respond to and act on insights, driving measurable improvements in review volume, response rate, and overall guest experience.

With Reviewpro by Shiji, Voyages collects and analyses feedback from over 140 online review sources and guest surveys in one platform, empowering departments to respond faster and make data-driven improvements across operations.

Top 3 Core Objectives: Voyages set out to unify guest feedback channels, improve responsiveness, and use insights to drive operational excellence across all properties.

Consolidate feedback data: Bring together reviews and survey results from multiple platforms into a single dashboard to gain a complete view of guest sentiment.
Improve response efficiency: Enable teams to receive and respond to guest feedback in real time, ensuring faster resolution of issues and improved service recovery.
Use insights: Leverage analytics to identify key areas for operational enhancement and measure progress through Guest Review Index (GRI) performance.

Innovators Mentioned

Shiji Group

Jackie Hamer

Director of Guest Experience & Product Development, Voyages Indigenous Tourism Australia

Voyages Indigenous Tourism Australia: Turning Guest Feedback into Operational Excellence

"Our Guest Experience Specialist no longer spends valuable time manually monitoring and responding to feedback across multiple platforms."

Jackie Hamer

Director of Guest Experience & Product Development, Voyages Indigenous Tourism Australia

👍 Director of Guest Experience & Product Development, Voyages Indigenous Tourism Australia Jackie Hamer said that Reviewpro has significantly improved efficiency and resolution speed.:

"Our Guest Experience Specialist no longer spends valuable time manually monitoring and responding to feedback across multiple platforms."

⚖️ The selection process: During their research process, Jackie Hamer evaluated Shiji Group's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Shiji Group was the best fit solution:

Director of Guest Experience & Product Development, Voyages Indigenous Tourism Australia Jackie Hamer said, about their decision: "Reviewpro’s tools have allowed us to close the loop between guest feedback and operational action, ensuring that every comment leads to a measurable improvement in service."

📈 The results: After implementing Reviewpro, Voyages achieved measurable growth in feedback volume, response rates, and guest satisfaction across its portfolio.

Guest review volume increased by 17.2% year over year, generating approximately 770 additional reviews.
Management response rate improved from 46.6% to 96.1%, and average response time decreased to 1.7 days.
Survey completion rate rose from 73% to 88.35%, while select venues recorded significant GRI increases — including +12.2 points for “A Night at Field of Light” and +6.2 for Gecko’s Café.

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