Birdeye Launches AI Coworkers for Multi-Location BrandsFind out more
RV Rentals
Industry
RV Rentals
Locations
77
Products Used
700+
Google reviews per month
60
Google Business Profiles managed
10%+
NPS survey response rate
Table of Contents
Company Snapshot
Tourism Holdings Limited (thl) is a global RV company and the world’s largest commercial RV rental operator, with operations across New Zealand, Australia, the United States and Canada. Listed on the NZX and ASX, thl operates more than 30 brands spanning RV rental, sales, design and manufacturing, serving hundreds of thousands of customers each year. Its rental portfolio includes well-known brands such as Apollo, maui, Britz, Mighty, Road Bear RV, El Monte RV and CanaDream.
A complex guest journey produced more feedback than a centralized team could act on
thl is a global RV business, and its Australian rental operation spans 10 branches and multiple rental brands. Each month, thousands of guests move through a journey that starts with booking and vehicle collection, continues through days or weeks on the road, and ends with vehicle return and post-rental feedback.
That creates many moments where experience can break down: waiting at pickup, understanding how to use the vehicle, getting help on the road, resolving a mechanical issue, or returning the vehicle at the end of the trip. For Ryan Roets, General Manager, Rentals - Australia, the operating goal is simple: get guests the right vehicle at the right time, minimise waits, and remove avoidable issues during the rental.
Before Birdeye, the feedback operation was difficult to scale. thl was receiving roughly 700 Google reviews each month across six brands and 10 Australian locations, creating around 60 Google Business Profiles to manage. Review response depended heavily on one centralised user, making it difficult to keep up with the volume. At the same time, NPS analysis relied on an external contractor who delivered a weekly report, leaving operations waiting up to seven days to understand what guests were saying.
thl needed to make high-volume guest feedback easier to manage centrally, actionable for each branch, and available fast enough to influence day-to-day operations.
“The single biggest one was we just weren’t responding to all our Google reviews because of the volume. Birdeye has definitely helped with that, where we are responding within a couple of days to every single one.”
Ryan Roets
General Manager, Rentals - AustraliaA CX operating rhythm that connects guest feedback to local ownership Collect feedback when the guest is most likely to respond
Collect feedback when the guest is most likely to respond
thl keeps its NPS survey intentionally short and focused on the parts of the experience the team can influence. The survey is sent a few days after the rental ends, giving many international guests time to finish travelling home before the request arrives. The program currently sees a response rate above 10%.
Public reviews provide a second, highly visible signal. Branch teams also use QR codes at return locations because thl has found that guests are more likely to leave a review while the experience is still fresh. Together, NPS and reviews give the team both a structured score and the comments behind it.
Give every branch ownership of its own guest feedback
Instead of placing the review workload on one central person, each branch manager has access to Birdeye for their location. Teams can read reviews, use AI-assisted responses, and see location-level sentiment, while the customer care team supports more complex cases and escalations.
That local access matters because thl does not want the head office to prescribe every fix. When a branch falls below the company’s NPS benchmark, its manager joins a weekly NPS review and comes prepared with their own diagnosis and improvement plan. The head office provides guidance, but local leaders own the action.
Use sentiment and comments to find the issues worth fixing
thl uses Birdeye Insights at both the national and branch level. The team looks for recurring themes and changes in sentiment, then drills into the underlying comments to understand what is driving the issue and where it is concentrated.
Build feedback into weekly and fortnightly operating reviews
Feedback is not treated as a monthly dashboard exercise. thl runs a weekly guest-experience meeting with senior operations and customer care leaders, a fortnightly review of on-road incidents, and a weekly branch-manager meeting where the team discusses what it has learned and which opportunities the business can leverage.
“We just have it at our fingertips now. We can look at whatever we want to look at at any given time, and I don’t have to wait seven days to see what’s going on.”
Ryan Roets
General Manager, Rentals - AustraliaKey Takeaways
Key Takeaways
- thl combines a short post-rental NPS survey with high-volume public review feedback to understand both the score and the guest experience behind it.
- Location-level access makes guest feedback a branch responsibility, not only a head-office metric. Managers can see their own reviews and sentiment and are expected to bring their own improvement plan when performance falls below the NPS benchmark.
- Weekly guest-experience reviews and branch manager meetings turn feedback into a recurring operating cadence, helping the team focus on opportunities and follow through on the impact.
- Birdeye Insights helps thl compare themes and sentiment nationally and by location, then drill into comments to identify where service, training, or product changes are needed.
- Guest feedback has influenced tangible changes, from vehicle accessories to targeted crew coaching, showing how CX data can shape the product and operations.
Birdeye: The Obvious Choice
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