Author

Mrinal Sony

Published

12 Oct
Reviews and Revolution
What’s a product without real-time feedback being taken, analysed and worked upon?

India Heritage Walks started in October 2016, and our team sincerely cared about the quality of delivery of our heritage walk offerings pan India. We made an earnest attempt to ensure the mandatory presence of a qualitative touch to all our heritage walks; whether be it with respect to story-telling, dissemination of facts or the use of appropriate breaks during the walks. With the launch of these walks, the product team started attending them throughout India, undertake procedures to ensure quality control, and collect feedback. The feedback team had carefully designed a set of questions, which allowed the participants to reflect their true opinions about the experience that they just had. Honest reviews really matter; and we knew that it could make or break our current initiative.

 

Starting September 2018, we thought it was time we go digital. Our feedback team moved to one of the biggest and most transparent channels for collecting feedback – TripAdvisor. Campaigns were set in a manner which ensured minimal contact with the walk participants; specifically, just one touch point immediately after the walk concluded. As dynamic as we always wanted to be, our feedback team immediately begun to action the redressing the feedback later in mid-September 2018.

 

It was not just our product team who were in action. There were reviews about design, processes and the overall user experience. All the respective teams were on their toes to make amendments for anything which made our audience’s life easier. Our design team took the learning and came up with improved page designs. Companies which understand the need of customers are companies which yearn to not just survive, but succeed. Sahapedia’s mission is to reaching out to and educating travelers and cultural enthusiasts about India’s myriad practices and the rich heritage that we possess. With such an attitude toward auctioning feedback, we would like to believe that we are on the road to success, undoubtedly.

 

 

                                           Old Format of Tour Description Vs New Format

Image 1: Tour Registration Page – Old Format

                                          Image 1: Tour Registration Page – Old Format

 

 

Image 2: Tour Registration Page – New Format

                             Image 2: Tour Registration Page – New Format

 

 

 

                          Some of the reviews that we have received!

Image 3: Feedbacks received in the current week (September 18, 2018)

         Image 3: Feedbacks received in the current week (September 18, 2018)

 

The digital feedback campaign took a new shape in a single month. We witnessed a 100% growth in a month, as opposed to what we witnessed in a year earlier. With the emerging tides of time, our product team shall leave no stone unturned to make it an absolute customer-centric product. We are envisioning a single touch button which shall help them register for these heritage walks and later, relieve the experience time and again, via means of photo-memories and summaries shipped to their digital addresses. With the rapid advancement of technology and explosive growth in the Sahapedia team, ‘impossible shall be nothing’ has become our mantra.

 

We have successfully moved toward real time feedback collection, as of today. The efforts do not stop there, and our intention lies in remedying all constructive feedback in the near future!