How Hotel Nordik use review and feedback management to achieve the no.1 spot on Tripadvisor

At an elevation of 1050 meters, Hotel Nordik offers a prime location surrounded by the majestic Brenta Dolomites. This family-managed hotel combines modern luxury with a rich history dating back to 1968. Guests can enjoy facilities including a swimming pool, sauna, restaurant, bar, and gym. Open for ten months of the year, this adults-only (14+) oasis ensures a serene and sophisticated atmosphere for its guests. 

We spoke to Mima, Hotel Director, and Luisa Chilovi, consultant with our partner HotelKlinik to learn what brought them to Customer Alliance.

Hotel Nordik knows feedback is essential for creating the best guest experience possible. As Luisa told us: 

“The goal was to make a significant leap in quality, and the owners knew the hotel had the potential to make this leap. Having guest feedback in hand was, and still is, fundamental for us to understand if we are taking the right path.”

However, without a structured system, the hotel relied on sporadic feedback with no way to organise and analyse the responses. This left them unable to get the insights they needed to reach their goals.

Hotel Nordik’s commitment to continuous improvement was undermined by their inability to measure guest satisfaction across different business areas. The lack of tangible data made it hard to evaluate the success of their initiatives, leaving their efforts up to chance.

 Mima identified three main ways Customer Alliance add value:

Here’s how Hotel Nordik uses the platform and the results they’ve achieved so far.

Along with increasing review volume with automated review invitations, Hotel Nordik uses the Customer Alliance widget to showcase their average review score on their homepage. 

Clicking on the unobtrusive widget opens up a certificate, showing a breakdown of those scores, individual reviews collected through the Customer Alliance platform, and the option to book directly.

When you’re up against countless online travel agents (OTAs), having social proof on your own website helps to directly influence booking decisions. As Mima explained:

“The main value of Customer Alliance is that the guest already finds our reviews on the hotel website so they don’t have to look elsewhere. Over the years Customer Alliance has helped collect so many reviews, and they have increased sharply in quality”

By using our Review Distribution feature, Hotel Nordik periodically directs 80% of their reviews to Tripadvisor. By strategically targeting the popular review site, they’ve: 

Travellers’ Choice award-winners are amongst the top 10% of listings on Tripadvisor. To be eligible for an award, a business must receive a minimum number of reviews within the evaluation period of that award and must maintain or exceed a minimum bubble rating.

This strategic focus on Tripadvisor enhances Hotel Nordik’s visibility and solidifies their reputation as a premier destination.

Hotel Nordik uses a strategic approach to understanding their guest experience. 

One day after arrival, guests receive a survey asking how everything is going and if there’s anything the hotel could do to improve their stay. This proactive engagement allows them to address concerns in real time.

When guests depart, Hotel Nordik sends an email with a dual purpose: it invites guests to leave a review and includes a comprehensive survey. The survey covers various aspects of the stay, such as:

By using a blend of quantitative and qualitative questions, the hotel gets measurable satisfaction scores and feedback from guests in their own words. 

The data is automatically collected on the Customer Alliance platform, making it easy for staff to work with, with search and filter functionality to help find exactly what they need. If the hotel receives a negative review, they are alerted via email so they can tackle it quickly.

At Hotel Nordik, guest satisfaction scores aren’t just numbers; they’re cause for celebration and a catalyst for change. That’s why the Statistics dashboard on the Customer Alliance platform is one of Hotel Nordik’s most used features, providing instant insight into how satisfaction scores for specific areas of the business change over time. As Luisa explained:

“The reviews are presented in internal meetings. Good results are celebrated with colleagues, and if there are negative reviews staff work together to reflect on what didn’t work and how they can improve”

By embracing a systematic approach to guest feedback with Customer Alliance, the hotel has not only improved its online presence but also fine-tuned its services to near perfection. The results speak volumes: a top ranking on Tripadvisor, a coveted Traveler’s Choice Award, and an impressive Net Promoter Score of 94.