IHG Case Study
Use Cases: Insights, Training
Some Background
InterContinental Hotels Group is a multinational hospitality company with 5,656 hotels across nearly 100 countries. Their Customer Experience Operations team, that’s responsible for customer service, sales, and loyalty programs, turned to Opinion Stage for a better training program solution.
Enhancing Training with Quizzes & Surveys
IHG uses Opinion Stage quizzes on their employee intranet to assess new hires after they complete training, testing their knowledge and understanding of the material. They also use Opinion Stage surveys to gather feedback on newly developed service training programs.
Before switching to Opinion Stage, IHG used another survey and quiz tool that was difficult to configure and required each respondent to log in, making the process more complicated and less user-friendly.
An internal survey created by IHG to collect feedback from new employees after completing a training program.
“By using Opinion Stage, we have a user-friendly built-in system that allows us to get better responses.”
– Kari Gilbert, CXO, Business Process Specialist
Results
IHG saw a 50% increase in staff feedback, which they now use to continually improve their training programs. Results from the training quizzes also highlighted which areas needed more focus and refinement.
Want to learn how to measure the impact of your training programs? Check out our guide on using training survey questions to evaluate effectiveness.
