Case Study: Preston Palace renovates 324 rooms and boosts guest satisfaction with Customer Alliance

Preston Palace renovates 324 rooms and lifts Room CSAT to 8.03 with Customer Alliance

Preston Palace, a major all-inclusive family resort in the Netherlands, faced the challenge of understanding genuine guest sentiment at scale amidst a high volume of scattered feedback from diverse channels. This made it difficult to distinguish meaningful trends from isolated comments, hindering data-driven decisions. To gain clarity, they partnered with Customer Alliance, implementing its centralized platform for review management and guest surveys.

Using Customer Alliance's analytics and survey data, the team identified clear multi-year trends, such as declining room satisfaction and repeated requests for a pool slide. This data-driven insight directly informed strategic investments, including the full renovation of all 324 hotel rooms and the installation of a new swimming pool slide. The solution delivered measurable results: room satisfaction (CSAT) rose to 8.03/10, its highest in five years, and breakfast CSAT reached 9.0/10, demonstrating the impactful use of Customer Alliance's feedback intelligence.

Preston Palace