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How wDorna Sports turbocharged viewer experience with data-driven insights
About Dorna Sports
Dorna Sports SL, a global leader in sports media, is renowned for its thrilling coverage of motorcycle racing, particularly through the MotoGP™ and World Superbike Championships.
Since its inception, Dorna Sports has become a key player in the sports world, delivering high-energy entertainment to millions of fans worldwide. Beyond the racetrack, Dorna’s commitment to excellence extends to fan engagement, media production, and global sports management.
Barcelona, Spain
B2C
Industry
Media and Entertainment
Use Case
Customer Experience
"SurveySparrow has significantly improved how we engage with our audience. Its user-friendly design makes survey creation and analysis straightforward. The customization options and responsive support from the SurveySparrow team have been very valuable. We've also noticed a time savings thanks to the tool's ease of use."
Laura Garcia Llorca
CRM campaign manager, Dorna Sports SL
Goal
Dorna Sports aimed to measure customer satisfaction and identify areas for growth. Their objective was to implement an experience management platform capable of collecting and analyzing feedback from their large and diverse user base. By gaining a deeper understanding of their customer’s needs and preferences, Dorna aimed to identify areas for improvement in their products and enhance the user experience.
Challenges
Dorna has always prioritized user feedback, focusing on the customer and driving a continuous improvement process based on their input. They were looking for an intuitive and easy-to-use platform that optimized the time spent creating surveys and offered advanced features such as response logic and its customizable capabilities.
Solution
In their continuous effort to enhance the viewer experience, Dorna selected SurveySparrow to gather critical feedback from their audience. SurveySparrow enabled Dorna Sports to create custom surveys that captured feedback at various stages of the viewer’s journey.
The platform’s intuitive interface allowed Dorna to deploy NPS and customer satisfaction surveys. The advanced customization options enabled Dorna Sports to create branded surveys that aligned with their brand identity. The use of conditional logic branching ensured that only relevant questions were asked, resulting in the collection of precise information.
SurveySparrow’s robust dashboard simplified the processing of large volumes of data, and the ability to export or share reports facilitated effective collaboration with other teams. This streamlined approach enabled Dorna to take timely follow-up actions and make informed decisions.
Result
Dorna Sports successfully implemented a comprehensive feedback strategy using SurveySparrow, gaining invaluable insights into viewer preferences and pain points. They have increased the response rate, reaching up to 16% in their surveys.
The streamlined survey creation and analysis processes saved Dorna Sports SL time and resources, allowing them to focus on implementing changes based on user feedback rather than spending excessive time on survey creation and analysis. Additionally, thanks to the NPS project, they now have better knowledge and control over customer perception of the company.
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