Get the valuable feedback you need to improve your guest experience.
Operations
Popular in Operations
POPULAR SEARCHES
FEATURED APPS
Revenue Management
Popular in Revenue Management
POPULAR SEARCHES
FEATURED APPS
Marketing
Popular in Marketing
POPULAR SEARCHES
FEATURED APPS
Guest Experience
Popular in Guest Experience
POPULAR SEARCHES
FEATURED APPS
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The project dashboard is a free tool that is only available to verified hoteliers to make adopting new technology easier by streamlining their research and simplifying their communication workflow.
Guest Feedback (by Customer Alliance)
4.7 (70 REVIEWS)
HT Score
92 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
Guest Feedback (by Customer Alliance)
Ranked 2 (out of 25) in Guest Survey Software
Customer Alliance makes it easy to capture, understand, share and act on feedback and reviews
93% recommended by 106 hotels
Customer Alliance is popular in Germany and Mexico.
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 ability to consolidate reviews from multiple platforms into a single dashboard, facilitating easy monitoring and response. The tool enhances feedback management, improves customer satisfaction by identifying strengths and weaknesses, and offers intuitive interfaces. It also allows for effective competitor analysis and streamlined communication with guests, contributing to better operational decisions, increased revenue, and reduced costs. Some users noted integration issues and occasional slow customer support responses.
What Types of Hotels Customer Alliance is Popular For
Size
9 | X-Small (1-9 room)
9 | Small (10-24 room)
46 | Mid-Sized (25-74 room)
28 | Large (75-199 room)
18 | X-Large (200+ room)
Country
47 | 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
28 | Bed & Breakfast & Inns
28 | Branded Hotels
27 | City Center Hotels
27 | 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
91 | Europe
15 | North America
1 | Asia Pacific
1 | South America
Category
70 | Guest Survey Software
64 | Reputation Management
Didn’t find what you were looking for?
What is Customer Alliance?
Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
Guest Feedback (by Customer Alliance) is a robust feedback management system for hoteliers that streamlines the collection, consolidation, and analysis of guest reviews. The platform centralizes feedback from various channels like Email, SMS, QR codes, and apps, making it easy to monitor and respond to reviews from a single dashboard. Real-time tracking of metrics like Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) helps identify strengths and weaknesses, facilitating better operational decisions. Additionally, it enhances online presence and search rankings by auto-distributing reviews to platforms like Google and TripAdvisor. The AI Reply Assistant enables quick, personalized response to feedback, ensuring guests feel heard and valued, ultimately leading to improved customer satisfaction and increased revenue.
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: 53
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
Guest Feedback (by Customer Alliance) Alternatives
Not sure if Customer Alliance is right for your hotel? Here are similar Guest Survey Software vendors that could be a good fit for your hotel:
Capabilities
Capture feedback
Capture feedback
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.
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 in 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
Survey Builder
4/5 features
Delivery Channels
4/5 features
Review Generation
4/5 features
Follow-up & Resolution
4/5 features
Reporting, Analytics & Insights
4/5 features
Available Add-ons & Modules
AI Reply Assistant
Guest Survey Software
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
4.6/5
ROI
4.4/5
Implementation
4.6/5
Recommended by
Achievements
This vendor's trending score is rising, Guest Feedback (by Customer Alliance) is the #1 most trending product in the Guest Survey Software category (out of 25) and the #30 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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Hotelier Rating
Looking for specific info?
10
User-friendly tool
Marketing Assistant from 50-74 room Boutique in Merano (Italy)
Verified
8 days ago
The survey software is simple and intuitive in the backend, flexible in use so that you can get useful feedback from your guests.
Italy
Italy
Marketing Assistant
Mid-Sized Hotel
10
Very helpful.
Dyrektor Ds. jakości from 500+ room Branded Hotel in Gdynia (Poland)
Verified
10 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
9
Clear tool and fast support
Executive Assistant from 75-99 room Boutique in Hornum (Germany)
Verified
12 days ago
The tool itself is very clearly structured, and many areas can be customized for/by the user. The very quick support for questions or knowledge gaps is particularly helpful. New features in the system or in the reports are always highlighted.
Germany
Germany
Executive Assistant
Large Hotel
9
Does what it says on the box
Head of Operations from 50-74 room Boutique in Luxembourg City (Luxembourg)
Verified
17 days ago
Installation and initial configuration went very smoothly. Support and onboarding were helpful and amicable. It's made monitoring and replying to feedback so much easier. On top of that, the statistical analysis helps us on determining how to move forward.
Luxembourg
Luxembourg
Head of Operations
Mid-Sized Hotel
9
Excellent Customer Experience
Digital Project Lead from 25-49 room Resort in Galibeedu (India)
Verified
17 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
18 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
9
A tool that allows you to build your own surveys and collect all the opinions that appear on the Internet in one place.
Audytor from 500+ room Boutique in San Jose (United States of America)
Verified
23 days ago
The tool allows you to collect opinions, analyze them, and draw conclusions. You can create your own surveys. The system allows you to send them automatically, and AI analyzes them and suggests solutions. Quick analysis means quick decisions.
United States of America
United States of America
Audytor
X-Large Hotel
10
Intuitive and easy-to-use tool for guest surveys, feedback and reputation
Leitung Gästehaus St. Georg from 50-74 room Branded Hotel in Kelheim (Germany)
Verified
25 days ago
The tool has greatly improved our feedback and reputation management. Previously, reviews on the various portals had to be painstakingly monitored individually - with the tool we are regularly informed about new reviews and can react immediately.
Germany
Germany
Leitung Gästehaus St. Georg
Mid-Sized Hotel
9
Very current
Hoteldirektorin from 100 to 199 room City Center Hotel in Halle (Saale) (Germany)
Verified
25 days ago
*clear *easy to use *understandable, good corrections possible. Influence has become better. Topicality is TOP, fast response times possible, understandable for everyone
Germany
Germany
Hoteldirektorin
Large Hotel
8
Good cooperation
Hotelbetriebswirt from 10 to 24 room Bed & Breakfast & Inn in Freiburg im Breisgau (Germany)
Verified
25 days ago
understandable overview, good evaluations, flexibility, support works very well, questionnaire can be customized, comparison with competitors, ranking in the group
Germany
Germany
Hotelbetriebswirt
Small 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 excels in transforming the often challenging realm of online review management into a streamlined and insightful experience for hotels. Their platform adeptly facilitates the collection, distribution, and analysis of guest feedback across various online channels. Particularly effective in enhancing online visibility for hotels, Customer Alliance empowers establishments to significantly increase their volume of reviews on critical portals. The platform's versatility in gathering feedback through diverse methods such as email, SMS, QR codes, and digital surveys is a testament to its adaptability and user-friendliness. Importantly, it consolidates all customer feedback into a singular, easily navigable dashboard, allowing for prompt identification of improvement areas and actionable insights. This seamless integration of feedback mechanisms simplifies the process for hotels to engage with, comment on, and act upon reviews, ultimately contributing to an enhanced guest experience and improved hotel performance.
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.
Customer Alliance distinguishes itself with its comprehensive, multi-channel feedback collection system and its intuitive, all-encompassing dashboard. Unlike many competitors, it offers a unique blend of review management tools, enabling hotels to not only gather but also deeply analyze guest feedback for actionable insights. This approach aids in boosting online visibility and performance metrics more effectively, setting it apart in the realm of guest experience enhancement.
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.
In the crucial journey of choosing the right tech partner, taking the time to thoroughly evaluate market options is key. The importance of this decision cannot be overstated. With Customer Alliance, rest assured, you are entrusting your needs to a reliable and expert hand.
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
Moritz von Petersdorff-Campen
Managing Director
@
SuitePad 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
Moritz von Petersdorff-Campen
Managing Director
@
SuitePad GmbH
Ullrich Kastner
GM & EVP
@
Myhotelshop GmbH
Roland Hehn
CEO
@
HQ plus
Maureen Traeger
Partner Success Manager
@
straiv GmbH
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Tilmann Volk
Co-Founder
@
SuitePad
Jasmin Hopf
Product Owner - Integrations
@
hotelkit
Olga Heuser
CEO
@
DialogShift
Yumiko Pagnoux
Strategic Partner Manager
@
Mews
Maximilian Lüders
Co-founder
@
MARA Solutions GmbH
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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
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