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Case 02

A new post-trip survey platform.

Platform replacement Data integrity 25K trips / year
~25K
Trips / year supported
~200
Missed surveys eliminated
→0%
Failure rate
3
Systems reconciled

Our old post-trip survey infrastructure was leaking: ~200 surveys per year were being missed entirely. Failure rates were significant. The surveys feed our NPS reporting, ambassador feedback loops, and property-level decisions, and the team didn't fully trust the numbers it was reporting.

I delivered a new post-trip survey platform supporting our ~25K annual trips. The replatform eliminated the ~200 missed surveys per year, drove failure rates to near zero, and re-established data integrity across the systems consuming survey output downstream.

The work crossed three system boundaries: Salesforce (trigger), our proprietary booking platform Compass (source of truth for trip data), and Typeform / our reporting layer.

The hardest part wasn't building it. It was reconciling how each system's understanding of "a trip" differed, so the survey would fire exactly once, at the right time, for the right traveler.
Figures Post-trip survey · trip-branded entry & question
The post-trip survey landing screen, branded with the Exclusive Resorts logo over a turquoise-water hero image and headlined ‘Post-Trip Survey for Your Trip To: Turkey: Treasures and Highlights, September 2–12, 2025,’ with a Get Started button and a four-minute completion estimate.
Trip-branded entry Trip data hydrated from Compass
A split-screen survey question screen. On the left, a full-bleed aerial photograph of a kayaker on turquoise water. On the right, the question ‘How likely are you to recommend Exclusive Resorts to friends or family?’ with a 5-star rating scale labeled Dissatisfied to Satisfied, and Previous and Next buttons.
NPS & rating question Feeds reporting + ambassador loops
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