Cross-Department Collaboration and Enterprise-Grade Security: Full Control Over Internal and External Surveys Alike
Colatour registered its brand in 1981 and is one of Taiwan's top three travel groups.
Colatour is Taiwan's largest tour operator by group volume and a landmark brand in the travel industry, operating a leading B2C website and physical branches, with 2,000 corporate clients and 2,800 industry partners, and is Taiwan's largest wholesale travel company. Over the years it has served roughly 10 million outbound travelers, issued hundreds of millions of air tickets, and earned Best Partner honors from airlines, attractions, and hotels.
Colatour holds to the philosophy of "sharing the beauty of the world," delivering rigorous travel quality and fresh service offerings that take travelers to every corner of the globe, creating countless wonderful travel memories. As a landmark travel brand in the Taiwan market, what pain point drove Colatour to use SurveyCake, and how has SurveyCake Enterprise helped?
Before SurveyCake ENTERPRISE
Q: What was your original survey method?
The survey method and tool used depended on the audience and purpose. Generally there were three categories: internal to Colatour, general consumers, and Colatour's corporate clients, and most of the time we used paper surveys and Google Forms to collect and research data.
But Google Forms' question types are quite rigid, with few flexible options for the response flow, making it hard to design a professional survey with a smooth response experience. When used internally at Colatour or by corporate clients, we often ran into Google's domain being blocked by their security policies, so the survey couldn't even load, causing real trouble in collecting responses. In addition, Google Forms could not integrate with other systems or support survey collaboration, so we often had to export the data and then find a way to map it against data from other platforms, or log in and out of different accounts to manage all our surveys in one dashboard. Whether across multiple departments, cross-department collaboration on a single survey, transferring ownership when someone changed roles, or controlling responsibility across multiple surveys, everything was cumbersome and unintuitive.
Q: Why did you choose SurveyCake ENTERPRISE?
In 2018, an update to Google Forms changed how its responsive web page rendered, distorting the welcome image Colatour had designed for its surveys, so brand identity elements no longer fit properly, causing real trouble distributing surveys. Colatour also kept receiving feedback from many corporate client partners that their firewalls, out of security concerns, were blocking pages from Google's domain, creating real difficulty collecting responses for things like corporate client travel service satisfaction and client satisfaction surveys.
After SurveyCake ENTERPRISE
Q: Has it improved or resolved past pain points?
SurveyCake ENTERPRISE is mainly applied to service satisfaction surveys for premium corporate clients, as well as our own internal surveys, such as those related to training and performance reviews. Our main pain points and how they were solved break down into two areas:
Pain Point 1: Google Forms did not support cross-member or cross-department collaboration on the same survey
Take our administration department, which uses surveys heavily. The same survey often needs people with different roles to add, refine, or extend related questions, and Google Forms simply could not support that kind of collaboration. We had to apply for a shared account to edit the same survey, but then we couldn't tell which colleague had edited or saved the currently stored version.
Pain Point 2: Google Form surveys were scattered across different creator accounts, with no way to manage them centrally
In the past, different departments would build their own corresponding surveys for their training programs, but under Google Forms' logic, ownership of a survey belongs to the creator's Google account, making it hard to control surveys centrally or cross-compare satisfaction across multiple surveys, especially when an existing employee changed roles or left the company, at which point the data collected in that survey often couldn't be retained or transferred. Colatour also used surveys to assess performance across different employees and departments, but Google Forms couldn't quickly share results, so department heads couldn't view content in real time.
After comparing multiple online survey platforms, Colatour chose SurveyCake ENTERPRISE to solve these two major pain points.
SurveyCake ENTERPRISE's three key features, member role settings, group collaboration, and survey transfer, easily solved both. Through member role settings, Colatour can manage different users within an account more efficiently and assign the corresponding permission tier.
Through group collaboration, colleagues can build, edit, and view every survey and response detail within the same group together. For example, an administration department group can be created, and employees added to it with corresponding permissions, letting each person edit surveys and check current response status through their own account.
In the case of a role change or resignation, the transfer survey feature helps the company transfer ownership and permissions of a survey to a designated email account, so whether it's temporarily handed to a department head or directly transferred to the next colleague taking over, the transfer happens easily and painlessly.
Q: What resources and costs has it helped save?
It's hard to put an exact number on the cost saved, but after adopting SurveyCake ENTERPRISE, it has helped Colatour save time, labor, and money. Whether in survey collaboration, sharing results, or transferring surveys when roles change, it has saved a great deal of the time cost we used to spend with Google Forms.
We also no longer need to spend upfront costs designing, printing, and distributing paper surveys, then have staff key in, proofread, and tabulate data after collection, all of which used to take a very long time. In today's fast-moving travel market, by the time a paper survey was collected and analyzed, the information was sometimes already outdated. Using SurveyCake ENTERPRISE for corporate client satisfaction surveys lets the relevant department respond and act appropriately in the shortest possible time.
Q: What survey scenarios do you use it for?
Looking at our main current use cases, internally at Colatour we use surveys for training course research, employee training exams, performance reviews, and satisfaction surveys. Externally, for our corporate clients and general consumers, we use surveys for info session registration, event satisfaction surveys, and service satisfaction surveys.
In addition, during the COVID-19 pandemic, Colatour also used SurveyCake's health declaration form to log employees' daily temperature checks and track visitor movements, helping support central authorities in managing crowd flow effectively with comprehensive tracking.
What SurveyCake ENTERPRISE Means to Colatour
Q: What is the most practical feature?
Group collaboration and automatic chart generation.
Group collaboration effectively solves cross-department survey needs and data control, while automatic charts let us immediately share the current status of survey response data, along with interesting insights, with colleagues and management.
Q: What question types and features do you like most?
Skip logic and exporting survey responses into Google Sheets.
For the travel industry, skip logic not only saves response time but also lets us effectively extend questions based on a specific answer. Take a group tour, for example, with segments covering accommodation, meals, and attractions. If a guest feels accommodation could be improved, we can extend the questioning to get details, while for other segments they're very satisfied with, they won't see overly detailed questions, speeding up the response process.
Exporting responses into Google Sheets lets us quickly set and control who internally can view responses through their Gmail account, which is convenient when responses need to be shared across departments with limited access.
Q: What has been the biggest help?
For Colatour, beyond fast and intuitive sharing of responses, SurveyCake ENTERPRISE's responsive design lets respondents complete a survey easily regardless of device. A highly brand-identifiable domain and survey design also let respondents fill it out with confidence. In addition, SurveyCake's built-in useful question types, easy-to-use dashboard, clear official documentation, real-time Enterprise customer support, along with the group collaboration and automatic charts shared above, and over 70 templates that apply in one click, are all main reasons Colatour continues to choose SurveyCake ENTERPRISE.
Our thanks to Colatour for the interview and sharing frontline feedback. Through SurveyCake ENTERPRISE's diverse advanced features, we help enterprise users not only maximize survey value, but focus on helping them optimize processes and save costs. This interview also serves as a success story for peers or businesses with similar pain points to reference when evaluating SurveyCake ENTERPRISE. If you have questions or want to learn more, feel free to leave your request, and our team will get back to you as soon as possible.
