Historically handled in-house, the Marriot owner survey needed a transformation; response rates had been lower than anticipated, dropping year on year. Marriott was looking for professional advice to optimise the survey, improve response rates and create a structured report to present back to their Executive Board in order to drive change.

Kokoro created the Marriott Listens programme. By giving the survey a professional brand identity, as well as translating it into seven languages, we were able to triple the number of owners completing the survey compared to the previous year.

Each year a blend of survey data and rich qualitative online interviews are synthesised into a bespoke story-led report presented to the EMEA board. A follow-up ideation workshop enables a cross-section of key Marriott stakeholders to transform insight into action, knowing how and where to improve owner and franchisee satisfaction.

“Kokoro have always been a pleasure to work with, professional, engaging and pro-active. They have taken time to understand our complex and evolving business.  The value and insights they have provided have proved critical.  When you get to a stage where they feel like part of the team, you know a partnership truly works.”

Matt Hughes, Senior Director, Owner Relations EMEA, Marriott Hotels International Ltd