April 24, 2024
Review Volume Is Booming, but What About Guest Satisfaction?

Review Volume Is Booming, but What About Guest Satisfaction?

In our new World Resort Evaluate Benchmark Report, we analyzed in excess of 1.5 million reviews – symbolizing 50 % a million more than the quarter in advance of. Assessment volume is perfectly on its way to reaching pre-pandemic concentrations, but how are the visitor fulfillment scores faring?

Read through our Q2 Global Hotel Assessment Benchmark Report below.

Is International Evaluation Quantity Achieving Pre-Pandemic Degrees?

global review volume and guest satisfaction

World wide evaluation quantity experienced enhanced considerably in Q1 2022 when compared to 2021, with an improve of 46.5%. Critique volume ongoing to recover in the 2nd quarter of the year, expanding by 31.5% about Q2 2021 degrees. However, what comes about when we evaluate these quantities to the pre-pandemic interval? In comparison to Q2 2019, quantity was however 33.8% reduced in Q2 2022, exhibiting we’re nevertheless not reaching 2019 amounts.

Just one thing that stands out is that evaluation volume development is not equal in all regions:

  • Europe seasoned the most significant development in volume, increasing 183.9% from Q2 2021 to Q2 2022.
  • North America, on the other hand, experienced a decrease in overview quantity of 11.8% in contrast to Q2 2021.
  • The Asia Pacific location way too confirmed an overall decrease of 7.9% from Q2 2021, and when set facet by side with Q2 2019, evaluate quantity has declined by 52.2%.
  • In LATAM and the Caribbean critique quantity grew by 41.9% from Q2 2021 to Q2 2022

Total, none of the regions has neared 2019 benchmarks, and even the leading-of-the-course location, Europe, is continue to executing 25.4% lower than in 2019.

… And What About Visitor Gratification?

On the lookout at world visitor pleasure scores, however, we are looking at a diverse image. To measure visitor pleasure, we have utilised the International Overview Index (GRI)™ as a benchmark, our proprietary score which is based mostly on +140 critique resources in +45 languages. In comparison to Q2 2021 the GRI ™ fell by .8 points, landing at 86.4% in Q2 2022. This was the continuation of a downward development that started pursuing the outbreak of the pandemic and when we review the effects to Q2 2019, the GRI ™ dropped by a whole of 2. points.

It is obvious that the numerous challenges hoteliers have confronted through the pandemic, which include safety protocols, staffing shortages, and scaled-again solutions, are weighing on the visitor working experience. Incorporate to that climbing home costs and higher guest expectations, and we are dealing with a hard combine.

How Can Hoteliers Safeguard Guest Experience?

safeguard guest experience

If you see your working experience scores are in decline, the initially stage is to identify why. Appear into guest facts on a more granular degree by seeking at what visitors are saying, or segmenting the knowledge per market place, section, and many others. Then, get started prioritizing the proper adjustments that will positively effect your visitor experience.

Centered on world-wide trends, we have found that principles like Team and Working experience continue being essential drivers for guest pleasure and on the web standing. Maintain looking into methods to guidance staff to provide the finest probable visitor working experience. Here are some suggestions on how to assistance personnel:

  • Reduce staff members from straightforward and repetitive duties by digitizing jobs like on line examine-in and look at-out, or responding to queries, so they can absolutely free up time to concentration on extra meaningful responsibilities.
  • Generate streamlined and successful operations by automating your processes.
  • Generally measure the effect of any operational or assistance transform you have implemented, regardless of whether that’s about new mattresses, espresso vendors, or guest-struggling with electronic options.

Do you want to get a lot more evaluate developments?

Read the comprehensive Q2 Worldwide Lodge Review Benchmark Report.