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Scaling recommendations & capturing the customer experience digitally: How Iglu-Dorf successfully leveraged hypt for the 2024 winter season
Initial Situation
Iglu-Dorf offers unique experiences in snow igloos – including overnight stays, fondue, and winter adventures. Recommendations play a central role in attracting guests, but until now, there was no simple, scalable solution to digitally engage guests during this short period, collect feedback, and increase public visibility.
Goal
Recommendations as a growth channel
Guests should be able to easily notify friends and acquaintances about the igloo experience directly on-site, without any extra effort
Simplifying customer satisfaction measurement
The emotional experience was to be captured in a structured way using a new interactive solution, in order to increase the feedback rate.
Increase public reviews
Satisfied guests were to be actively invited to leave a Google review.
Use of recommendation and feedback solution hypt
hypt was deployed at the breakfast table – via strategically placed QR codes that guests could scan with their smartphones.
The chatbot guided guests intuitively through an interactive conversation:
- Satisfaction survey
- Option to recommend via WhatsApp, SMS, or email (for satisfied guests)
- Option to leave a Google review (for satisfied guests)
- Sending a real postcard as a surprise element
The chatbot responded dynamically to individual feedback, generating three different benefits from a single customer interaction in just two minutes.
Results
Guests become brand ambassadors
Over 50% of guests who provided feedback actively recommended the experience.
One in four satisfied guests leaves a Google review
As a result, the location rating in Zermatt and Gstaad increased by 0.1 stars within just one winter season – in Innsbruck Kühtai, it even rose by 0.3 stars.
Deeper insights into the experience
The written feedback provided concrete insights for improvement and confirmation of quality – directly from the guests’ perspective. In Innsbruck Kühtai, the feedback rate was doubled compared to the previous solution.
With hypt, Iglu-Dorf was able to make their unique experience publicly visible and generate three benefits from each guest: feedback, recommendations, and Google reviews – all within an intuitive digital process.
The solution hit not only the right tone but also the right timing. This allowed Iglu-Dorf to systematize the generation of recommendations, gain valuable insights into guest satisfaction, and strengthen their online reputation.
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