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Research
GO Technology: Hotels and consumers – Guest expectations and how to meet them
Brand loyalty in hospitality
How likely are consumers to switch brands? What types of loyalty schemes keep them engaged, and how do customers want to hear from hospitality brands? Discover the answers from 5,000 hospitality consumers.
With consumer spend tightening and visit frequency reduced, a loyal customer base providing that all-important repeat business is the holy grail for operators looking to succeed in today’s difficult trading landscape.
Our previous research in partnership with CGA by NIQ revealed that consumers, on average, feel loyal to 2.1 hospitality brands – but how likely are their choices of preferred venues to change?
In this exclusive survey of 5,000 British hospitality consumers, we reveal how likely consumers would be to switch their preference to a different hospitality brand, how hospitality stacks up against other sectors, and the role loyalty schemes play in ensuring customers keep coming back to you for more.
What's in the report?
- Which consumers are most likely to switch to a competitor?
- How does loyalty in hospitality compare against other sectors?
- Consumer communication preferences
- What guests find appealing about loyalty schemes
Explore our full consumer research series
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GO Technology: Brand loyalty in hospitality
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GO Technology: The value of hospitality – Exploring consumer insights and perceptions
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Influence, loyalty and technology: Key guest trends from 2023
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GO Technology: The New Loyalty Landscape – How the cost-of-living crisis impacts hospitality
