LT
Lille Tourism
Discover How Lille Tourism Increased Visitor Feedback by 2500% with Their Digital Guestbook from GuestViews.
Located in the historic Palais Rihour, the Lille Tourism Office has been promoting the capital of the Hauts-de-France region since 1913. It operates as a non-profit organization and offers a physical and online store showcasing local heritage, craftsmanship, and culture.
Key challenges
As a major European tourism hub, Lille welcomes millions of visitors every year. To better understand their audiences and encourage repeat visits, the Tourism Office initially relied on a paper guestbook to gather visitor feedback.
In 2017, the team decided to upgrade to a digital guestbook in order to:
- Boost the volume of feedback collected at the office;
- Monitor satisfaction levels in real-time across various criteria;
- Detect weak signals to ensure consistent service quality;
- Gain insights into the profiles and travel behavior of office visitors;
- Save time on data analysis and reporting.
To meet these goals, Lille Tourism has used the GuestViews digital guestbook for over 8 years.
What we've done
- A fully customized feedback app, regularly updated to align with team needs. It collects:
- Visitor satisfaction data (ratings, NPS, comments, open-ended responses)
- Travel details and visitor profiles (first-time visit, trip duration, transport mode, favorite attraction)
- A post-participation email sent to respondents who opt in, helping maintain ongoing engagement and promote future visits.
- Interactive modules allowing visitors to draw a memory or select an image representing a site they'd like to explore in the region.
A Fun, Insightful Feedback Solution for the Lille Tourist Office