Testa Marketing

Industry

Tourism, hotels and restaurants

An industry that lives off the review yesterday’s guest left behind.

Discuss my case

Hotels, restaurants, destinations and operators. Public reputation here is a measurable and volatile asset: half a point off the rating translates into occupancy. Research exists to find out what is driving that rating before it piles up in the reviews.

What this industry is up against

01

The public rating moves on incidents nobody logged internally.

02

The experience depends on dozens of touchpoints and different shifts.

03

Domestic and international visitors value different things.

04

Seasonality distorts any measurement that does not control for period.

Studies we typically run

Frequent studies in this industry

  • Guest satisfaction and NPS with verbatims
  • Mystery guest in hotels and restaurants
  • Visitor profile and travel motivations
  • Destination image against competing destinations
  • Menu and food proposition testing
  • Review and online narrative analysis

Case studies

Case studies for this industry: coming soon.

Let's talk about your project

Related solutions

A customer and a sales assistant reviewing a tablet on a shop floor

Customer Experience

What actually happens at every touchpoint

 A working session with brand material and notes on a glass wall

Brand Intelligence

The place your brand occupies in the market’s mind

 A Testa interviewer talking with a consumer in her home

Customer Understanding

Who your customer is, what they do and why

Methods we use

Mystery shopper Online panels Discourse and narrative analysis Sensory testing In-depth interviews

Let's talk about your project

Tell us what decision you are facing and we will tell you which study answers it.

Get in touch See solutions