Case Study: Acquario di Genova becomes a TripAdvisor Top 10 aquarium with Customer Alliance

How Acquario Di Genova Became One of the World‘s Top 10 Aquariums on Tripadvisor

Acquario di Genova, one of the world’s most famous aquariums, wanted its strong offline visitor experience to be reflected online. Despite attracting over one million visitors a year, it was only ranked 7th on TripAdvisor for things to do in Genoa, and many satisfied guests did not leave reviews on their own. The aquarium turned to Customer Alliance and its online reputation management / proactive review collection solution to help close this gap.

With Customer Alliance, Acquario di Genova used pre-stay questionnaires and post-visit feedback collection to gather and distribute certified reviews across key portals like TripAdvisor, Google, and Facebook. In just two months, it collected more than 3,000 reviews and reached the top position on TripAdvisor in Genoa; over 2018, it gathered nearly 22,000 certified reviews, increased CSI by 7%, achieved an NPS of 79, and was named the 5th best aquarium in the world.

Acquario di Genova

Vincenzo Pisano

Digital Manager