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Scale recommendations & digitally capture customer experience: How Igloo Village successfully used the 2024 winter season with hypt
AUSGANGSLAGE
Igloo village offers unique experiences in Schneeigloo — including accommodation, fondue and winter adventures. Recommendations play a central role in attracting guests, but at the same time, there has been no simple, scalable solution to digitally address guests in this short period of time, obtain feedback and increase public visibility.
ZIEL
Recommendations as a growth channel
Guests should be able to draw the attention of friends and acquaintances to the igloo experience directly on site, without additional effort.
Simplify customer satisfaction measurement
The emotional experience should be recorded in a structured way using a new interactive solution in order to increase the feedback rate.
Boost public reviews
Satisfied guests should be actively invited to the Google review.
Einsatz Empfehlungs- und Feedbacklösung hypt
Hypt was used at the breakfast table — via placed QR codes that guests could scan with their smartphones.
The chatbot intuitively guided guests through an interactive conversation:
- Satisfaction survey
- Option to recommend via WhatsApp, SMS or email (for satisfied guests)
- Google rating option (for happy guests)
- Sending a genuine postcard as a surprise element
The chatbot responded dynamically to individual feedback — generating three different added values from just one customer interaction in two minutes.
Ergebnis
Guests become brand ambassadors
Over 50% of the guests who provided feedback actively recommended the experience to others.
Every fourth satisfied guest leaves a Google review
As a result, the location rating in Zermatt and Gstaad rose by 0.1 within just one winter season — by as much as 0.3 stars in Innsbruck Kühtai.
Deeper insights into the experience
The written feedback provided concrete tips for improving and confirming the quality — directly from the guests' point of view. In Innsbruck Kühtai, the feedback rate was doubled compared to the previous solution.
With Hypt, Igloo Village was able to make their unique experience publicly visible and generate three added values from every guest: feedback, recommendation, Google rating — all in an intuitive digital process.
The solution not only hit the right tone, but also the right time. In this way, Igloo Village was not only able to systematize the creation of recommendations, but also gain valuable insights into guest satisfaction and strengthen its online reputation.
Your strongest sales channel has been hiding in plain sight – time to use it
From feedback to reach: ImmoScout24 relies on the voice of the community
