The Challenge: Beyond the Brochure

For Relax Turizem, Slovenia’s largest holiday organizer, a vacation is more than a booking—it’s an emotional investment in memories. The challenge in tourism is that the "product" lasts for days or weeks, and the agency needs to know exactly how the customer feels at two critical stages:

1. The Planning Phase: Is the service in the branch helpful and professional?
2. The Experience Phase: Does the actual holiday live up to the promise?

The Solution: Two-Step Feedback Loop

Relax implemented Artur to create a seamless, transparent feedback system that follows the traveler throughout their journey.

• Step 1: The Branch Visit. Immediately after leaving a Relax office, customers receive a quick questionnaire. This ensures the sales process is simple, clear, and stress-free.
• Step 2: The Destination. Once the holiday is over, Artur reaches out again. This feedback focuses on the hotel, the location, and the overall execution of the trip.

How Artur Drives Results

1. Radical Transparency Relax doesn't keep feedback behind closed doors. They regularly publish ratings and comments on their website. This transparency builds massive trust with future travelers who can read real, unfiltered reviews before booking.

2. Constant Service Evolution By monitoring opinions in real-time, Relax can detect if a specific hotel or branch is underperforming. This allows them to fix issues instantly and maintain their status as a market leader.

The Outcome

Relax Turizem has moved from being a simple service provider to a transparent, customer-centric partner.

• For the Traveler: A voice that is heard and a reliable source of information through public reviews.
• For the Agency: Strengthened brand loyalty, better relationships, and a culture of excellence.