We Start With Your Goals

For airlines this might mean assessing routes or loyalty touchpoints.

For tour operators it could be reviewing how excursions are handed off across partners. For platforms it often involves consistency across thousands of hosts or properties.

Whatever the case, we begin with your priorities, not a predefined template.

Seamless Setup On Brand

Before evaluations begin, we brief our team against your brand values, service priorities, and customer expectations, ensuring every observation is made through your lens.

Your secure portal is configured with tailored criteria that reflect your standards and benchmarks. Where relevant, our CX platform can also integrate sources such as client data or online review feeds, creating a fuller context for evaluation.

Evaluators then travel as everyday passengers or guests, capturing behaviours and touchpoints unobtrusively across digital and in-person journeys, so findings reflect real experiences without disruption.

From Evaluation to Commercial Impact

Every evaluation is processed through our CX platform and behavioural framework, ensuring findings are structured, benchmarked, and comparable across time, markets, and partners.

For airlines, this means clear dashboards that track route-level performance. For hotels and platforms, it ensures property standards are benchmarked globally. For operators, it highlights how individual guides, tours, or transfers affect loyalty and spend.