Guest Feedback (by Customer Alliance)

4.6 (53 REVIEWS)

HTR Score icon
HT Score  
90 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
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Gera, Jasmin, Roberto + 9 more experts recommend Customer Alliance

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Guest Feedback (by Customer Alliance)

4.6 (53 REVIEWS)

Ranked 4 (out of 25) in Guest Surveys & Feedback

2024 Finalist HotelTechAwards

Hoteliers voted Customer Alliance as the #3 Guest Surveys & Feedback provider in the 2024 HotelTechAwards

Learn about the HotelTechAwards rigorous 3-month process to rank the best hotel software in the world

Customer Alliance makes it easy to capture, understand, share and act on feedback and reviews

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Ratings Summary

4.6
Excellent
Ease of Use
4.7/5
Customer Support
4.5/5
ROI
4.3/5
Implementation
4.5/5

Recommended by

Achievements

Trending Product

This vendor's trending score is rising, Guest Feedback (by Customer Alliance) is the #2 most trending product in the Guest Surveys & Feedback category (out of 25) and the #65 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 more
Certified Support

Customer Alliance’s customer support processes haven’t yet been verified by Hotel Tech Report.

Learn more about this achievement in the official press release
User's Choice Award

Hoteliers voted Customer Alliance as the #3 Guest Surveys & Feedback provider in the 2024 HotelTechAwards

Learn about the HotelTechAwards rigorous 3-month process to rank the best hotel software in the world
Certificate of Excellence

This vendor has not met the minimum criteria for 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
Ht score logo
90 HT Score

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
About Guest Feedback (by Customer Alliance)
Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
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!

Capabilities

Capture feedback

Understand feedback

Act on feedback

Share feedback

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 Surveys & Feedback
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.

PREMIUM ADD-ON

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.

Customer Alliance Average Customer Alliance

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No matching results

0

Success Stories

2

References

6

Featured Customers

Success Stories

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Customer Alliance doesn’t have any case studies available

Popularity by Segment

Size

7 | X-Small (1-9 room)

6 | Small (10-24 room)

40 | Medium (25-74 room)

19 | Large (75-199 room)

10 | X-Large (200+ room)

Country

41 | Germany

11 | Italy

9 | Mexico

8 | France

4 | Austria

3 | Switzerland

3 | Spain

1 | Ecuador

1 | Iceland

1 | Poland

1 | Sweden

1 | Belgium

Type

20 | Boutiques

18 | Resorts

15 | Bed & Breakfast & Inns

12 | City Center Hotels

11 | Luxury Hotels

10 | Branded Hotels

8 | Limited Service & Budget Hotels

6 | Airport/Conference Hotels

6 | Extended Stay & Serviced Apartments

4 | Hostels

4 | Vacation Rentals & Villas

1 | RV Parks & Campgrounds

Region

74 | Europe

9 | North America

1 | South America

Category

53 | Guest Surveys & Feedback

43 | Reputation Management

More Products by Customer Alliance

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https://ucarecdn.com/d9481fb1-6fe7-4b1f-a617-57f894c0f921/-/crop/1144x715/0,215/-/preview/

Hotelier Rating

Excellent
65
Very Good
14
Average
4
Poor
1
Terrible
0

Property Size

  • X-Small (7)
  • Small (6)
  • Medium (40)
  • Large (19)
  • X-Large (10)

Country

  • Germany
    Germany
    (41)
  • Italy
    Italy
    (11)
  • Mexico
    Mexico
    (9)
  • France
    France
    (8)
  • Austria
    Austria
    (4)
  • Switzerland
    Switzerland
    (3)
  • Spain
    Spain
    (3)
  • Ecuador
    Ecuador
    (1)
  • Iceland
    Iceland
    (1)
  • Poland
    Poland
    (1)
  • Sweden
    Sweden
    (1)
  • Belgium
    Belgium
    (1)

Region

  • North America
    North America
    (9)
  • Europe
    Europe
    (74)
  • South America
    South America
    (1)

Hoteliers say

NEW AI Review summary

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.

AI-generated from the text of customer reviews

Feedback Management
User Experience
Consolidation of Reviews
Integration Issues
Customer Support
Reporting and Analytics
Automation Capabilities
Operational Decision-Making
Competitor Analysis
Pricing Concerns
10

Great experience

Front office manager from 75-99 room Resort in Punta Ala (Italy)

Verified
1 months ago
You Need Customer Alliance if you want improve your services . It helps to understand the performing of every single Sector
Country Italy
Front office manager
Large Hotel
10

Smart & useful

Owner from 25-49 room in Lignano Riviera (Italy)

Verified
1 months ago
Really easy to use. Being able to have access to all reviews and being able to respond from a single platform is really very comfortable
Country Italy
Owner
Medium Hotel
6

Everything at a glance

Hotelbetriebswirt from 10 to 24 room Limited Service & Budget Hotel in Todtnau (Germany)

Verified
3 months ago
This way I can take another look at the products of my company compared to the OTA's and show the guests another opinion.
Country Germany
Hotelbetriebswirt
Small Hotel
9

Very operational

Gérante from 50-74 room Boutique in Saint-Malo (France)

Verified
3 months ago
the conversion + the design. (No need to make a very very long sentence, or even mega long, or super long. )
Country France
Gérante
Medium Hotel
10

Efficient reputation management through CA

Head of Marketing from 500+ room Branded Hotel in Innsbruck (Austria)

Verified
6 months ago
With the collected and processed data, hotels can make informed decisions, recognize trends, identify strengths and weaknesses and thus optimize operational processes.
Country Austria
Head of Marketing
X-Large Hotel
10

Keep an eye on all of your reviews and improve your guest communication

General Manager from 25-49 room Bed & Breakfast & Inn in Belzig (Germany)

Verified
7 months ago
Easy-to-use tool to keep track of all reviews and improve quality assurance with practical tips. Communication before, during and after the stay can be improved immediately. Great interface options and excellent support team!
Country Germany
General Manager
Medium Hotel
5

Experience is good, no experience with other providers. Experience is good, no experience with other providers.

Empfangschefin from 25-49 room Boutique in Sailauf (Germany)

Verified
7 months ago
Combining reviews from all portals. Combining reviews from all portals. Combining reviews from all portals
Country Germany
Empfangschefin
Medium Hotel
10

Reputation management made easy

Marketing Manager from 75-99 room Luxury Hotel in Titisee-Neustadt (Germany)

Verified
7 months ago
You have all the guest opinions at a glance and get an immediate impression of what guests want and can therefore act directly
Country Germany
Marketing Manager
Large Hotel
9

Customer feedback management

MANAGER from 50-74 room Luxury Hotel in Ath (Belgium)

Verified
7 months ago
All comments are collected on the same platform which makes work easier every day. In addition we can share the trend with the team
Country Belgium
MANAGER
Medium Hotel
10

Intuitive and easy-to-use tool for guest surveys, feedback and reputation

Leitung Gästehaus St. Georg from 50-74 room in Kelheim (Germany)

Verified
7 months 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.
Country Germany
Leitung Gästehaus St. Georg
Medium Hotel
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6

Expert Q&A and Partner Recommendations

Submit Recommendation
Question:

What does this product or service do well?

Answer:

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.

Question:

What differentiates this product or service from the competition?

Answer:

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.

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:

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!

RecommendationAvatar RecommendationAvatar RecommendationAvatar + 9 recommend
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Roberto D'Aquila Area Sales Manager @ HOTELCUBE PMS
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Marius Donhauser Founder & CEO @ hotelkit
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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.

View Support Certification

Help Center Product Updates
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2024

Learn more about the GCSC Certification

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Response Time

Less than a day

Recommended

92%

Optimized for quick response

This vendor has enabled Instant Connect to deliver fast follow-up to your request and same day price quotes.

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