How a leading Saudi entertainment company increased customer satisfaction by 20% and responded to customer feedback 5x faster with dima

For a leading Saudi entertainment enterprise, official social media pages revealed only a fraction of the customer experience. Visitors were discussing its destinations across X, TikTok and YouTube, leaving reviews on Google and sharing videos filmed throughout its attractions. Without a unified view of these conversations, the customer excellence team could not fully understand what visitors were experiencing, which areas were attracting attention or where service improvements were needed.

The company managed destinations operating under very different models, from tourist attractions and shopping destinations to sporting events and entertainment venues. Each required a distinct understanding of its visitors, sentiment and service expectations. With dima, feedback from social platforms, Google Reviews and in-house channels was brought into one view. Accurate sentiment analysis helped the team understand customer reactions across individual destinations and zones, while daily, weekly and monthly reports delivered relevant intelligence to departments across the organization.

dima transformed reporting from one monthly report into 24 actionable insights every month. Real-time alerts enabled teams to detect feedback as it emerged and respond 5x faster, rather than waiting for the next reporting cycle. More importantly, the company could identify opportunities for improvement directly from external customer feedback and implement relevant suggestions across its experiences. This shift from periodic reporting to continuous action contributed to a 20% improvement in NPS and customer satisfaction.