Effortless AI-powered Online Reputation Management: Respond to reviews in no time
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Reputation Manager (by Customer Alliance)
4.7 (65 REVIEWS)
HT Score
84 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Reputation Manager (by Customer Alliance)
Ranked 5 (out of 57) in Reputation Management
Customer Alliance makes it easy to capture, understand, share and act on feedback and reviews
93% recommended by 107 hotels
Customer Alliance is popular in Germany and Italy.
Bell - AI powered product analyst
I analyzed all of Customer Alliance’s product reviews, expert recommendations, features, capabilities, pricing, integrations and more to produce the below summary.
Hoteliers say
Hoteliers like Customer Alliance for its ease of use, practical tools, and ability to streamline reputation management. The platform aids in optimizing operational processes by aggregating guest feedback across multiple portals, facilitating timely and informed responses. Specific features such as customizable surveys, task tracking, and in-depth analytics help increase revenue, reduce costs, and enhance guest experience. Critical points include delayed review updates from some portals and the high cost for smaller establishments.
What Types of Hotels Customer Alliance is Popular For
Size
9 | X-Small (1-9 room)
9 | Small (10-24 room)
45 | Mid-Sized (25-74 room)
29 | Large (75-199 room)
18 | X-Large (200+ room)
Country
48 | Germany
14 | Italy
12 | Mexico
11 | France
4 | Switzerland
4 | Austria
4 | Spain
3 | United States of America
2 | Poland
2 | Belgium
1 | Ecuador
1 | Iceland
1 | India
1 | Sweden
1 | Luxembourg
Type
40 | Boutiques
29 | Bed & Breakfast & Inns
28 | Branded Hotels
28 | City Center Hotels
28 | Luxury Hotels
27 | Resorts
25 | Airport/Conference Hotels
25 | Limited Service & Budget Hotels
11 | Extended Stay & Serviced Apartments
10 | Vacation Rentals & Villas
9 | Hostels
1 | Motels
1 | RV Parks & Campgrounds
Region
92 | Europe
15 | North America
1 | Asia Pacific
1 | South America
Category
71 | Guest Survey Software
65 | Reputation Management
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What is Customer Alliance?
Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
Reputation Manager (by Customer Alliance) is a comprehensive reputation management system designed for hoteliers. It offers robust tools to streamline the management of guest feedback by aggregating reviews from multiple portals into a single dashboard. The platform features customizable surveys, real-time monitoring of key performance metrics like CSAT, NPS, and CES, and advanced analytics to transform feedback into actionable insights. It also automates the sharing of positive reviews across major platforms such as Google and TripAdvisor, enhancing online presence and search rankings. With an AI-powered Reply Assistant, it ensures timely and personalized responses to guest comments, thereby improving guest satisfaction and operational efficiency.
Powered by AI
This description was generated by AI which analyzed the following sources to summarize a description of Customer Alliance products, features and capabilities. Leveraging user generated verified data sources allows us to generate a more helpful and realistic description for hoteliers free of sales promotion and hyperbole.
Sources
Verified hotelier reviews
We analyze all verified product reviews as a way to understand and summarize what real users/hoteliers are saying about the product to provide a more accurate and relevant description for buyers than only what vendors provide.
Customer Alliance Reviews Analyzed: 42
Read reviewsVerified expert recommendations
We analyze recommendations from industry experts who we ask to describe the most valuable features and capabilities of the product as well as key differentiators and what types of hotels the product works best for to extract unique insights and perspective for buyers.
Customer Alliance Expert Recommendations Analyzed: 0
Read expert recommendationsDescription provided by Customer Alliance
While its important to incorporate analysis from verified user reviews and industry experts to create more balanced content, the way a vendor describes their overall company and vision can also shed light on their unique perspective or way of doing business which is why the AI ingests this information as well to add more context to paint a picture of what the company says vs what users and industry experts say.
Customer Alliance's Provided Description:
"Capture feedback: Get set up once, and get customer insights forever. Deliver engaging surveys on autopilot and capture feedback across every touchpoint. Connect insights from your customer’s digital and on-site experience, using Email, SMS, QR code, In-web, and In-App surveys. With real-time monitoring of crucial metrics like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), and CES (Customer Effort Score) you’ll gain a comprehensive view of each interaction and track satisfaction from start to finish. Understand feedback: Transform feedback into actionable, easy-to-understand insights to share with your team. Centralize all customer feedback and every online review in one smart dashboard and uncover customer (dis-)satisfaction drivers using our platform’s analytics capabilities. Share feedback: Amplify your online presence, drive traffic, improve search rankings, and showcase trust by automatically distributing and sharing your reviews across platforms like Google and TripAdvisor. Display your Customer Alliance widget directly on your website to drive trust and improve conversions. Act on feedback: With actionable insights and the powerful AI Reply Assistant, you're prepared to respond swiftly with unique, personalized responses to your customers' feedback at the push of a button. Our closed-loop feedback system puts the power in your hands, ensuring every customer feels heard putting you on the path to exceed their expectations!"
FAQs
Capabilities
Capture feedback
Capture feedback
Capture feedback: Get set up once, get customer insights forever. Deliver engaging surveys on autopilot and capture feedback across every touchpoint. Connect insights from your customer’s digital and on-site experience, using Email, SMS, QR code, In-web, and In-App surveys. With real-time monitoring of crucial metrics like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score) and CES (Customer Effort Score) you’ll gain a comprehensive view of each interaction and track satisfaction from start to finish.
Understand feedback
Understand feedback
Transform feedback into actionable, easy-to-understand insights to share with your team. Centralize all customer feedback and every online review in one smart dashboard and uncover the drivers of customer (dis-)satisfaction using our platform’s analytics capabilities.
Act on feedback
Act on feedback
With actionable insights and the powerful AI Reply Assistant, you're prepared to respond swiftly with unique, personalized responses to your customers' feedback at the push of a button. Our closed-loop feedback system puts the power in your hands, ensuring every customer feels heard putting you on the path to exceed their expectations!
Share feedback
Share feedback
Amplify your online presence, drive traffic, improve search rankings, and showcase trust by automatically distributing and sharing your reviews across platforms, such as Google and TripAdvisor. Display your Customer Alliance widget directly on your website to further drive trust and improve conversions.
Features
Surveys & Feedback
4/5 features
Review Generation
4/5 features
Follow-up & Resolution
4/5 features
Reporting, Analytics & Insights
4/5 features
Channels
4/5 features
Admin & Settings
4/5 features
Available Add-ons & Modules
AI Reply Assistant
Reputation Management
What if you could reply to a review in 30 seconds
or less?
With AI Reply Assistant, you can. Generate a unique, personalized review response with just one click.
Customer Alliance Reviews Summary
Ease of Use
4.7/5
Customer Support
4.8/5
ROI
4.4/5
Implementation
4.8/5
Recommended by
Achievements
This vendor's trending score is rising, Reputation Manager (by Customer Alliance) is the #4 most trending product in the Reputation Management category (out of 57) and the #158 most trending product overall in the global hotel tech ecosystem. HTR assesses vendor's real time activity in the market to give buyers a sense of whether a product is gaining momentum
Learn moreCustomer Alliance’s customer support processes haven’t yet been verified by Hotel Tech Report.
Learn more about this achievement in the official press releaseThis vendor has earned the Certificate of Excellence which is awarded to vendors who exemplify transparent cultures and come highly recommended by their clients. For more information, please see the help center.
Learn about the criteria required to achieve HotelTechReport's Certificate of Excellence
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the worldRecommended for
Customer Alliance Pricing
Average
This product is priced in line with the average product in the category which is usually an indicator that it is a standard product with standard functionality designed for typical operations and use cases and properties.
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Compare Customer Alliance to Top Alternatives
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Hotelier Rating
Looking for specific info?
9
Customer Alliance’s AI is a real asset
Head of Onlinemarketing from 100 to 199 room City Center Hotel in Munich (Germany)
Verified
3 days ago
We're very pleased with Customer Alliance and its online reviews and feedback management features. The new AI feature, in particular, is a real game-changer. Our response time to reviews is faster than ever, and the quality of responses has noticeably improved.
Germany
Germany
Head of Onlinemarketing
Large Hotel
7
If everything works a great tool
Online Reputation Manager from 200 to 499 room Boutique in Munich (Germany)
Verified
14 days ago
The super-fast service when you have questions or challenges. The team is truly top-notch! You can set specific, recurring points for the AI to answer.
Germany
Germany
Online Reputation Manager
X-Large Hotel
10
Makes live easier
Assistant to the General Manager from 100 to 199 room Airport/Conference Hotel in CampDeMar (Spain)
Verified
14 days ago
A very practical tool that allows you to view all online reviews at a glance and respond to them directly from the same platform. It also offers many options for analyzing the results.
Spain
Spain
Assistant to the General Manager
Large Hotel
9
Customer Alliance rating
ORM from 100 to 199 room Bed & Breakfast & Inn in Los Angeles (United States of America)
Verified
15 days ago
Overview of all portals. Master login. Direct responses to reviews. A pretty good AI system. The online support is excellent.
United States of America
United States of America
ORM
Large Hotel
10
Very helpful.
Dyrektor Ds. jakości from 500+ room Branded Hotel in Gdynia (Poland)
Verified
16 days ago
All reviews in one place. A great system for managing reviews across multiple properties. I recommend it to everyone who manages the brand's reputation.
Poland
Poland
Dyrektor Ds. jakości
X-Large Hotel
10
Easy to retrieve customer reviews from various online sites.
Quality Manager from 200 to 499 room Luxury Hotel in
Verified
20 days ago
10
Completely satisfied with the product and service
COO from 75-99 room Branded Hotel in Ostseebad Kuhlungsborn (Germany)
Verified
22 days ago
A comprehensive tool with flexible components that delivers a quick and clear overview of all online guest feedback, enabling both AI and staff to provide fast yet precise hotel responses.
Germany
Germany
COO
Large Hotel
10
Excellent Reputation Management Tool for Hotels
Cluster Assistant Operation & Strategy from 500+ room Extended Stay & Serviced Apartment in Hamburg (Germany)
Verified
23 days ago
I really appreciate how Customer Alliance helps us collect and manage guest feedback efficiently. The surveys are easy to customize, and the platform gives clear insights into our reputation, making it simple to respond to reviews and improve our service. The reputation management features save us a lot of time and keep our hotel’s online p...
Germany
Germany
Cluster Assistant Operation & Strategy
X-Large Hotel
9
Excellent Customer Experience
Digital Project Lead from 25-49 room Resort in Galibeedu (India)
Verified
23 days ago
The customer support at Customer Alliance is outstanding. Ricardo, our Customer Success Manager, is highly knowledgeable and consistently proactive in addressing our needs. The platform itself is robust, reliable, and has proven to be a valuable tool for our organization.
India
India
Digital Project Lead
Mid-Sized Hotel
9
Still as satisfied as ever for years
Customer experience and communications manager from 500+ room Boutique in Bordeaux (France)
Verified
24 days ago
The responsiveness of the teams, both in technical support and assistance. We also like the flexibility of the platform, which is a real advantage for us.
France
France
Customer experience and communications manager
X-Large Hotel
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Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
Customer Alliance is one of the European market leaders in Guest Feedback and Online Reputation Management. The SaaS solution enables thousands of companies, independent hotels, and international chains worldwide to engage with guests at all stages of their journey to increase satisfaction and drive sales. Automated messages and flexible questionnaires ensure meaningful communication and a competitive insight into the company's performance. Advanced review analysis tools help to truly understand the guest feedback and to improve operations effectively, whilst keeping an eye on the performance of competitors. To take full control of your online visibility, guest ratings can be integrated into the website and distributed across the industry's leading review portals.
Showing all answers to: "What does this product or service do well?"
Customer Alliance is one of the European market leaders in Guest Feedback and Online Reputation Management.
The SaaS solution enables thousands of companies, independent hotels, and international chains worldwide to engage with guests at all stages of their journey to increase satisfaction and drive sales.
Automated messages and flexible questionnaires ensure meaningful communication and a competitive insight into the company's performance. Advanced review analysis tools help to truly understand the guest feedback and to improve operations effectively, whilst keeping an eye on the performance of competitors. To take full control of your online visibility, guest ratings can be integrated into the website and distributed across the industry's leading review portals.
Customer Alliance makes it easy to truly listen to our guests. Their tools help us understand what matters most to them, respond quickly, and continuously improve our service. It feels like having a partner focused on our success
They have been one of the first really professional companies to dive into the digital world of guest feedback and reviews within hotels. They have done a great job building their base but always making sure to continuously improve their developments.
Customer Alliance is one of the best and most experienced players on the market when it comes to reputation management and guest surveys. They offer a great platform to have all your reviews on one place with powerful semantic analysis and the possibility to directly respond to your clients' reviews.
Customer Alliance is a great platform for online review management and guest feedback management. And from the companies I have come across they are doing it the best and easiest way for hotels - so I for sure can recommend them.
Question:
What differentiates this product or service from the competition?
Answer:
Common customers of the cloud-based dailypoint™ solution and Customer Alliance have access to comprehensive reviews and feedback reports. All relevant rating platforms and the feedback results and trends in dailypoint™ can be displayed.
Showing all answers to: "What differentiates this product or service from the competition?"
Common customers of the cloud-based dailypoint™ solution and Customer Alliance have access to comprehensive reviews and feedback reports. All relevant rating platforms and the feedback results and trends in dailypoint™ can be displayed.
What sets Customer Alliance apart is their genuine care. They don’t just provide software—they support us every step of the way, offering guidance, flexible solutions, and insights that make a real difference for our guests and our team.
Their expertise and how long they have been within the industry and business already. You will for sure have a great experience working with all of their motivated and skilled colleagues. Enjoy any type of collaboration you will have in the future.
A perfect one-stop-shop for having all your reviews and recommendations at one single place, that is easy to access and work with. Furthermore, hoteliers can collect additional reviews to enhance the relationship with their guests and improve guest satisfaction.
They are very experienced in their field but keep updating and developing their software. Customer Alliance specially has open ears for their clients and are implementing new features based on feedback.
Question:
Based on your experience with this product or service, if you could give one piece of advice to a hotelier considering this product or service, what would it be?
Answer:
Their partnership manager always has been so supportive of the entire process, always making sure that everyone keeps the focus to meet the deadlines. Great team, great product! We get great data ouf of the integration!
Showing all answers to: "Based on your experience with this product or service, if you could give one piece of advice to a hotelier considering this product or service, what would it be?"
Their partnership manager always has been so supportive of the entire process, always making sure that everyone keeps the focus to meet the deadlines.
Great team, great product! We get great data ouf of the integration!
For the past months, Customer Alliance has been more than just a tool.
It became a partner in improving guest experience; for that reason, I suggest taking the time to use their insights fully, respond to feedback quickly, and leverage their support team. Their guidance helps you turn guest feedback into real improvements and stronger relationships, making them a trusted ally for any hospitality business.
It is the same thing I always say: get a demo, ask as many questions as possible, really understand how they work and then fully commit in getting to know the software and all its features. It will be great!
Give it a try - there is not much to lose, you certainly go with one of the market-leaders in the segment and a team that is all about innovation with a truly customer-centric approach always having their clients requirements in mind.
This is I guess the same for any software: make sure to have a good presentation/demo, think about it, get back and ask all relevant questions and then go for it fully in. Customer Alliance will make sure to support you all the way.
Recommended by
Christiane Gaul
VP of Business Development
@
dailypoint
Pedro Lara
Partnerships Manager
@
Host Hotel Systems
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Marius Donhauser
Founder & CEO
@
hotelkit
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Christiane Gaul
VP of Business Development
@
dailypoint
Pedro Lara
Partnerships Manager
@
Host Hotel Systems
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Marius Donhauser
Founder & CEO
@
hotelkit
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Tilmann Volk
Co-Founder
@
SuitePad
Roberto D'Aquila
Area Sales Manager
@
HOTELCUBE PMS
Olga Heuser
CEO
@
DialogShift
Yumiko Pagnoux
Strategic Partner Manager
@
Mews
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Support
Unverified
Customer Alliance has not yet had their customer support processes certified by Hotel Tech Report. We recommend referencing the GCSC rubric during your demo call to make sure that this vendor has strong processes in place to support customers.
Support Not Verified
This vendor has not been GCSC Certified so Hotel Tech Report is unable to verify their support processes.
2025
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Ease of Use
0.0/5
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