We spoke with Bruce Thomasen, co-founder of Redwoods Treewalk, about how connecting Yonder Reviews with his ROLLER booking system transformed their approach to customer feedback.
“NPS and customer satisfaction is extremely important to us, we’ve been collecting it since we started the business. It’s great to measure we’re consistently delivering a high-quality service, while still finding areas for improvement.”
Before Yonder, Redwoods relied on a staff member gathering feedback from departing visitors via a tablet — capturing 2–10 responses per day.
"By using Yonder we were able to take away a manual system. Within Roller we have contact information of customers who buy tickets online in advance, which is just a fraction of all customers as most buy tickets on arrival. But even so, the response rate to Yonder surveys has been so high, around 35%, we're getting the same volume of feedback as we do face to face. For us, the more feedback the better."
"Integrating Yonder to our ROLLER booking system has been really powerful — it was just a couple of clicks to integrate and then Yonder does everything else automatically. Surveys are sent automatically after a visit and all responses are tied back to a customer, in case it's feedback that we want to follow up on. We can also drill down and see NPS and feedback for each of the different products that we offer, which is incredibly useful."
The integration turns raw feedback into product-level insights — showing exactly what's working well and where improvements are needed.
"A great thing about the Yonder system is we're also able to steer those customers that love us to share their reviews online, helping us boost a new product we've offered."
Yonder's review-prompting flow identifies promoters and makes it frictionless for them to share their experience publicly — strengthening Redwoods Treewalk's online reputation without any manual effort from the team.
Since opening in 2015, Redwoods Treewalk has become a world-renowned New Zealand experience, recognised with the 2019 Tourism New Zealand Award and QualMark 100% Pure New Zealand Experience Award.