Fixing people's hospitality bugbears

What are consumers' top frustrations in hospitality, and how can hospitality operators address them? Find out in this exclusive consumer research report in partnership with CGA by NIQ

Our previous GO Technology research revealed that hospitality still plays an important role in people’s social lives despite cost pressures, but with 49% of consumers saying they’d become less loyal to a brand after a few bad experiences, it’s incredibly important for hospitality businesses to deliver frictionless experiences that meet guests’ expectations, without any frustration during the journey.

This exclusive research of 5,000 hospitality consumers reveals the biggest frustrations guests encounter when engaging with venues, both in-venue and pre-visit, how these frustrations differ between demographics, and what actions they are likely to take following a frustrating experience.

What's in the report?

  • Top 5 biggest bugbears
  • Frustrations by stage in the customer journey
  • How do these frustrations differ between demographics?
  • Where and when consumers vent their frustrations about their hospitality experiences

Discover more useful content

blog icon


What makes people loyal to hospitality and how venues can maintain their loyalty

Discover the top reasons consumers choose to go out, the role hospitality plays in local communities, and what hospitality businesses can do to build and maintain customer loyalty in this blog – based on the findings from our recent ‘GO Technology: The value of hospitality’ research!
Read more
insight icon


Explore our virtual venues through the eyes of your customers

Visit our virtual pub, restaurant and hotel to discover how Zonal’s ecosystem of hospitality technology works behind the scenes to provide you with the intelligence and insights you need to improve customer experiences, boost loyalty, and drive revenue.
Learn more
tools icon


Hospitality Tech Assessment: Improving the guest experience & driving loyalty

Answer a few short questions to identify how well your tech helps you to deliver incredible guest experiences that keep your customers coming back time and time again. At the end you’ll get personalised guidance which explains how you can leverage your customer data to offer personalised customer experiences.
Start the assessment