Achieving Economies of Speed With Faster Insights

Delivering Actionable Insights When and Where They Matter

Twiddy faced a challenge familiar to many service-driven companies: even with strong data tools in place, their hospitality teams couldn’t easily use insights in the moment, while responding to guest requests or handling day-to-day tasks. The tools were too complex, the data felt removed from the work, and analysts didn’t have the bandwidth to bridge the gap.

Organizational symptoms of the problem were evident:

• ‍Delayed insights: Critical insights arrived "six weeks after all the guest surveys are in... it's too late to do anything"
• Operational blind spots: Ross admits they were "operating with ignorance" during peak seasons when responsiveness matters most‍
• Analysis inefficiencies: "We had more analysis, more tools, more spreadsheets, more data around, trying to get these insights. However it just took longer to gain the insight," Ross explains

The consequences to the business were clear: Teams reading surveys that were four weeks old  instead of listening to current guest needs, there was a growing concern that home owners may not be experiencing the high-quality engagement as the company scaled, maintenance decisions were made without guest satisfaction data, and booking season strategies developed after optimal timing had passed. 

Ross recognized the fundamental opportunity in providing insights to every employee that would help them do better work: "We're in the experience business... Give the people at the front lines more power, more autonomy to do the right thing and the business will just run better." The challenge wasn't about needing more data—it was about removing barriers between business questions and actionable insights.