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CASE STUDY
How Eurocamp put feedback into practice to deliver results
The power of reviews: improving products and perceptions
Case study Eurocamp & Reevoo
Reviewing our holidays online has now become a standard
part of the process. In part, this is down to the variety of
forms online reviews can take, from a Facebook comment or
Instagram post, to a summary on TripAdvisor. The challenge
for companies is determining how to manage reviews and use
them to deliver the greatest business benefit going forward.
Case study Eurocamp & Reevoo
“Reviews of our holidays only sat with TripAdvisor amongst reviews of other holiday companies operating on the same parcs, so it felt like there was a missed opportunity to have all Eurocamp customer reviews in one place for us to manage, summarise and respond to.”
STEPHANIE WATSON, Multi-channel Acquisition Manager, Eurocamp
Case study Eurocamp & Reevoo
Using Reevoo to deliver change
“Reevoo was a recognised and trusted name and we partnered with them to deliver
post-holiday questionnaires to the 100,000 plus parties that book with us each year.
The feedback has been very useful for steering the business operationally, allowing us to
review performance at a parc level on a weekly basis. The verbatim from the reviews helps
us to direct our overseas team on specific topics to drive scores up.”
As well as improving service levels, Eurocamp also used reviews to develop and improve
products. “The information was used to increase the size of the BBQs we have with
our accommodation after we discovered that customers thought they were too small.
On the flip side, we were ready to invest a significant amount into new outdoor furniture,
but found that customers weren’t finding any issue with furniture we already had – allowing
us to invest elsewhere.”
The background
Case study Eurocamp & Reevoo
Using Reevoo to engage new customers
People who had been on a Eurocamp holiday were greatly impressed, and often returned
year after year. However, people who have never been on a camping holiday tended to
harbour misconceptions about the brand and product, and needed some reassurance.
“Reevoo is a really powerful tool, and allowed us to put genuine reviews in front of our
customers meaning they stay on our site longer rather than looking for this content elsewhere.”
For its 2015/16 marketing campaign, Eurocamp decided to use the resource at its disposal –
a loyal base of customers who love the brand and typically book more than once. Through
its partnership with Reevoo, Eurocamp harnessed user-generated content. The move didn’t
just book more business – it changed the way people think about Eurocamp.
Case study Eurocamp & Reevoo
uplift in time on site when people engage with Reevoo content 3x
Case study Eurocamp & Reevoo
The campaign
Eurocamp’s core campaign message was an insight taken from Reevoo data. More than 90% of
customers who wrote Reevoo reviews after their holiday said they’d book again with Eurocamp.
This message, and direct excerpts from UGC collected by Reevoo, were pushed out through
TV, direct mail, email, display, social media and PPC.
Eurocamp also ran a series of social posts using quotes left by real customers in their
post-holiday Reevoo questionnaires. Often, these posts would dispel common myths about
a Eurocamp holiday by highlighting stunning locations across Europe and top of the range,
modern accommodation.
Case study Eurocamp & Reevoo
Eurocamp social media feed and stills from TV ad
Case study Eurocamp & Reevoo
62%YOY uplift in branded search
Case study Eurocamp & Reevoo
The results Campaign results:
• 62% YOY uplift in branded search
• Bookings increased by 10%
• The majority of Eurocamp’s growth came from new customers, +26% YOY.
• 3x uplift in time on site when people engage with Reevoo content
Reevoo has collected:
• 174,501 product reviews + 81,350 customer experience reviews
• 836 questions asked and 893 answers received through ask a guest
• 91% of customers say they’d come back to Eurocamp
Case study Eurocamp & Reevoo
Bookings increased by10%
Case study Eurocamp & Reevoo
+44 (0)20 7654 0350 | [email protected] | www.reevoo.com
To see more of our chat with Eurocamp and
the 2016 TV ads featuring Reevoo, visit
https://blog.reevoo.com/customer-advocacy-eurocamp/
