Northland Properties manages 250+ locations, receiving hundreds of reviews per month. With all of this feedback coming in, it was difficult for the team to identify the major themes, act quickly to respond and engage their guests effectively.
“It’s an easy to use dashboard with really useful analytics and reporting tools.”
— Richard Clarke, Senior Manager
About Northland Properties
Northland Properties is a 100% Canadian-owned hospitality and entertainment group founded in 1963. It is the parent company of well-known hotel, restaurant, resort, and lifestyle brands across Canada, the U.S., the U.K., and Ireland, dedicated to creating memorable guest experiences through trusted service and community-driven hospitality.
Challenge
With all of this feedback coming in, it was difficult for the team to identify the major themes, act quickly to respond and engage their guests effectively.
Solution
Thanks to Chatmeter, now Alchemer, the team uses AI to surface major trends for each location and region, as well as the overall brand. They’re also able to use Pulse Ai: Signals to get answers to critical questions about their guest experience and continually improve their NPS score.
Key Outcomes
As a result, Northland enjoyed future bookings, repeat stays, and greater guest loyalty. Chatmeter’s ability to close the loop on customer feedback and generate positive results is truly impressive.
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