Search
Are the results matching what the traveler is looking for?
How it looks
Inside the app, at the moment it happens.
Surveys are embedded in the live traveler journey, not sent after the fact. Each touchpoint is behavior-triggered, layered for attribution, and AI-powered for follow-up.
8Touchpoints across the traveler journey
300+Nodes mapped to journey behavior
AIFollow-up available at every stage
0Negative impact on conversion
Selection
Does the list make hotel comparison simple and trustworthy?
Detail
Does the detail page provide all information needed to decide?
Booking
Has the traveler compared price on another platform?
Pre-stay
Anything Qunar can help prepare before arrival?
During
Does the stay match the information Qunar provided?
Post-stay
How likely is the traveler to book again?
Service
Is the traveler satisfied with customer support?
Live product proof, shown in full vertical ratio.
Each demo keeps the original screenshot proportions. These are not wrapped in extra phone frames because the source visuals already carry the device context.
Overall satisfaction and AI follow-up survey
Asks whether the traveler will keep using Qunar, then asks why in an open text follow-up.
Search-result price comparison survey
Asks whether the displayed hotel price is cheaper or more expensive than another platform.
Order-page stay experience survey
Asks how the stay went directly from the order page while the experience is fresh.
SMS customer service survey
Asks service satisfaction from an SMS survey link after a support interaction.
Attribution model
From complaint text to accountable business action.
V2V turns similar complaints into different actionable causes: two users may both say “the price is expensive,” but follow-up questions and taxonomy attribution separate a competitor price gap from a membership-discount perception gap.
Satisfaction signal
URS captures the overall dissatisfaction and score movement.
Category attribution
AI follow-up identifies Price, Info accuracy, Service, or Product.
Root cause
V2V drills to the specific operational scenario linked to internal systems.
Business owner
The issue reaches the team responsible for changing the underlying decision.
Same price complaint, different business causes
Both users arrive with a “price is expensive” complaint. V2V follow-up and taxonomy attribution split that surface signal into different operational pain points, making the research result more useful for business action.
Platform price gap, pinpointed to a specific competitor
One traveler flags “price too high.” Follow-up clarifies that the same hotel was cheaper on Competitor B, mapping the issue to a competitor price gap.
Loyalty pricing gap, pinpointed to member-tier value perception
Another traveler also complains about price, but the follow-up reveals a different pain point: the member price feels too close to a new-user offer, mapping the issue to membership value perception.
Business outcome
From data to business impact.
V2V’s impact compounds upward: massive real-time data drives attribution-led improvements, which lift satisfaction and connect directly to revisit behavior.
URS satisfaction score improvementInternational hotel satisfaction increased 7% YoY, creating over US$1M in related profit growth.
Business issues solved30+ improvement projects and 100+ issue sub-items were driven by V2V attribution.
Massive user reachMillion-level in-app reach and 30K+ daily participants make the signal statistically meaningful.
Dense survey network100+ surveys are deployed across the traveler journey, forming a live listening network.
URS satisfaction score
International hotel satisfaction increased YoY, creating over US$1M in related profit growth.
Business issues solved
Improvement projects and issue sub-items launched across feature, pricing, and technology modules.
Daily survey participants
Million-level in-app reach, with 30K+ users participating in V2V surveys every day.
Dense survey network
Survey programs deployed across the traveler journey, with coverage 9x the prior NPS questionnaire.
URS
30-day
60-day
90-day
SepOctNovDecJanFebMarAprMay
URS vs 30/60/90-day revisit
URS is highly correlated with users' revisit behavior.
“Revenue growth without experience growth is not sustainable.” Qunar CEO · quarterly business review
Two metrics. That’s it.
Business teams are evaluated on V2V impact and revenue growth. Experience becomes a primary accountability metric.
Customer-centricity has teeth
Leaders who grow revenue while satisfaction deteriorates are held accountable through a measurable operating system.
A service-industry model
Validated voice is attributed to operational owners, correlated to financial metrics, and elevated to the business scorecard.
Industry impact
The industry noticed, then followed.
Within 18 months of V2V’s launch, multiple leading OTA platforms began implementing similar in-journey survey systems.
Competitor A
List-page research touchpoint
Hotel-list URS trigger
Competitor A, a leading China OTA, added a feedback trigger directly on the hotel list page, mirroring V2V’s in-journey listening placement rather than a post-trip survey.
Competitor A
Expanded URS layer
Follow-up question flow
This view shows the list-page trigger after expansion: a structured URS questionnaire that asks for the user’s reason while the context is still fresh.
Competitor B
Competitor B
Price comparison feedback
Competitor B is one of China’s leading OTA platforms and a major Qunar competitor, adopting a comparable competitive-price feedback loop.
Competitor C
Competitor C
In-stay feedback
Competitor C is a global OTA benchmark, with contextual satisfaction capture appearing inside the booking and stay journey.
Media
Global CX stage. Real recognition.
Reuters and CCW visibility, presented as proof of industry momentum.
Reuters Events · Featured speaker
Recognized on the global CX stage.
Reuters Events spotlighted Flora Zhang’s session on why traditional surveys miss the gap between management intent and real user perception.
CCW Exchange · Agenda
Featured in the AI leadership panel.
Flora Zhang listed among global CX and AI transformation speakers.
CCW Exchange
AI customer experience, presented live.
Forum presence reinforcing V2V’s industry relevance beyond Qunar.
Voice becomes value when it reaches the owner of the decision.
Qunar V2V connects live traveler feedback, AI-powered attribution, operational accountability, and measurable business outcomes.