Guest Surveys & Feedback (by Customer Alliance)

4.6 (51 REVIEWS)

HTR Score icon
HT Score  
89 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

Guest Surveys & Feedback (by Customer Alliance)

4.6 (51 REVIEWS)

Ranked 4 (out of 26) in Guest Surveys & Feedback

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

Customer Alliance has 0 reviews from United States of America so we’re unable to verify that they operate in your local market.

Ratings Summary

4.6
Excellent
Ease of Use
4.6/5
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 Surveys & Feedback (by Customer Alliance) is the #3 most trending product in the Guest Surveys & Feedback category (out of 26) and the #86 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

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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 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
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89 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 Surveys & Feedback (by Customer Alliance)
Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
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: 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. 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. 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

In-Web & In-App Surveys

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

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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Popularity by Segment

Size

5 | X-Small (1-9 room)

5 | Small (10-24 room)

34 | Medium (25-74 room)

18 | Large (75-199 room)

9 | X-Large (200+ room)

Country

42 | Germany

8 | France

8 | Mexico

7 | Italy

4 | Austria

3 | Switzerland

3 | Spain

1 | Ecuador

1 | Iceland

1 | Poland

1 | Sweden

1 | Belgium

Type

13 | Boutiques

13 | Resorts

11 | Luxury Hotels

10 | Bed & Breakfast & Inns

10 | City Center Hotels

6 | Branded Hotels

5 | Limited Service & Budget Hotels

4 | Extended Stay & Serviced Apartments

4 | Hostels

4 | Vacation Rentals & Villas

1 | Airport/Conference Hotels

1 | RV Parks & Campgrounds

Region

71 | Europe

8 | North America

1 | South America

Category

51 | Guest Surveys & Feedback

40 | Reputation Management

Hotelier Rating

Excellent
61
Very Good
14
Average
4
Poor
1
Terrible
0

Property Size

  • X-Small (5)
  • Small (5)
  • Medium (34)
  • Large (18)
  • X-Large (9)

Country

  • Germany
    Germany
    (42)
  • France
    France
    (8)
  • Mexico
    Mexico
    (8)
  • Italy
    Italy
    (7)
  • 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
    (8)
  • Europe
    Europe
    (71)
  • South America
    South America
    (1)
10

Efficient reputation management through CA

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

Verified
2 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 Boutique in Bad Belzig (Germany)

Verified
2 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
2 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
2 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
2 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
3 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
8

All reviews in one place

Revenue/front desk manager from 100 to 199 room City Center Hotel in (Sweden)

Verified
3 months ago
It is very practical to be able to see all external reviews in one plattform. You also get a good summary of how many reviews you get and from what channels.
Country Sweden
Revenue/front desk manager
Large Hotel
10

Great Product

General MAnager from 100 to 199 room Hostel in Pachuca de Soto (Mexico)

Verified
3 months ago
The data from the satisfaction surveys and the degree of quality thereof as well as the way the screens are presented and how clear the information is seen
Country Mexico
General MAnager
Large Hotel
10

Custome Alliance

Gerente de Servicio al Huésped from 200 to 499 room Luxury Hotel in León de los Aldama (Mexico)

Verified
3 months ago
It is a very friendly platform and its team is very professional, always willing to support at all times. I highly recommend them.
Country Mexico
Gerente de Servicio al Huésped
X-Large Hotel
8

Gut

Genral Manager from 75-99 room City Center Hotel in Karlsruhe (Germany)

Verified
3 months ago
Commenting on reviews using templates works well. The overview is good. Otherwise I have nothing to write here.
Country Germany
Genral Manager
Large 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:

Customer Alliance is an invaluable tool for businesses seeking meaningful insights from customer feedback. Its ability to gather and centralize diverse input from various sources into a user-friendly dashboard is genuinely remarkable. This consolidation feature saves time and provides a clear and concise overview of the overall customer sentiment.

Question:

What differentiates this product or service from the competition?

Answer:

One of the significant advantages of Customer Alliance is its capacity to facilitate in-depth analysis. The platform offers robust tools for dissecting feedback data, enabling businesses to delve into specific areas, identify trends, and pinpoint actionable insights. This comprehensive analysis proves instrumental in recognizing strengths to capitalize on and areas requiring enhancement for overall business growth.

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:

The true value of Customer Alliance lies not just in its ability to collect feedback but in how effectively you leverage that information to implement positive changes. Regularly monitoring and acting upon the data will help in elevating your hotel's service quality and guest satisfaction levels, fostering long-term loyalty and positive reviews.

RecommendationAvatar RecommendationAvatar RecommendationAvatar + 6 recommend
Recommended by
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Roland Hehn CEO @ HQ plus
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Tilmann Volk Co-Founder @ SuitePad
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Gera Bachner Quality & Project Manager @ hotelkit GmbH
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Maximilian Lüders Co-founder @ MARA Solutions GmbH
RecommendationAvatar
Roland Hehn CEO @ HQ plus
RecommendationAvatar
Tilmann Volk Co-Founder @ SuitePad
RecommendationAvatar
Olga Heuser CEO @ DialogShift
RecommendationAvatar
Gera Bachner Quality & Project Manager @ hotelkit GmbH
RecommendationAvatar
Maximilian Lüders Co-founder @ MARA Solutions GmbH
RecommendationAvatar
Maureen Traeger Partner Success Manager @ straiv GmbH
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Ullrich Kastner GM & EVP @ Myhotelshop GmbH
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Moritz von Petersdorff-Campen Managing Director @ SuitePad GmbH
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Marius Donhauser Founder & CEO @ hotelkit
Are you a consultant or vendor that recommends Customer Alliance? Leave a recommendation

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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.

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Response Time

Slow

Recommended

92%

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4.7 (439 REVIEWS)
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4.4 (389 REVIEWS)
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Guest Service

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4.9 (28 REVIEWS)
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