Customer Alliance

Customer Alliance is a hospitality guest feedback and reputation management platform that centralizes online reviews, guest surveys, satisfaction metrics, and AI-assisted analysis. Hotels can use it to monitor reputation, collect structured feedback across the guest journey, identify recurring experience issues, and coordinate responses from one workspace.

1. Feedback management: Customer Alliance brings reviews from major portals into a centralized Review Inbox, with filters, reply-status tracking, alerts, internal notes, team workflows, and AI-assisted responses. Direct integrations allow replies to be published from the platform to supported services such as Google, Booking.com, Expedia, and HolidayCheck; other portals use a copy-and-redirect workflow.
2. Guest surveys: hotels can build customizable surveys for different stages of the stay and distribute them through channels including email, QR codes, WiFi, tablets, websites, and apps. Survey tools support measures such as CSAT, NPS, and CES, along with conditional questions and targeted audiences.
3. AI insights: AI Insights analyzes reviews and survey feedback, grouping comments into topics and themes and labeling their sentiment. Key Driver Analysis then identifies which experience factors have the strongest influence on CSAT or NPS, helping teams distinguish high-impact strengths and weaknesses from issues with relatively little effect on overall satisfaction.
4. Commercial considerations: current public pricing starts at €108 per month for Core, €178 for Growth, and €208 for Pro. Core focuses on reputation management, Growth adds guest surveys, and Pro adds AI Hub capabilities including AI Insights and Key Driver Analysis. Enterprise pricing is handled through sales and adds capabilities such as API access, BI integration, historical-data imports, and broader multi-brand deployment.

Customer Alliance is particularly relevant to hotels and hotel groups that want reputation management, structured guest surveys, and satisfaction analysis connected within the same feedback-management environment.