The Importance of Customer Feedback for the Travel Industry

The Importance of Customer Feedback for the Travel Industry

Discover the effect and importance of customer feedback on your business.

It’s imperative that you do not ignore the importance of customer feedback!

More than 75% of UK consumers check out online reviews before making a purchase.

And according to the British Travel Awards Travelvision report... More than 33% of travellers say recommendations from review sites and online forums are the most influential factor in booking a holiday.

And it's recommendations from these sites that prompt 13.76% into finally making a booking

Fancy an extra ten percent revenue?

According to the Cornell University School of Hotel Administration, online reviews are responsible for up to 10% of revenue per available room. BUT:

The bottom line is that driving revenue and share in the hospitality industry is no longer just about competing on price. Consumers are clearly turning to user-generated content to inform their purchase decisions, in particular, reviews.
— Dr Kelly McGuire, Executive Director, Hospitality and Travel Global Practice, SAS

Your to do list…

  1. If you haven’t already, find out what people are saying about your company on review sites. Step into your customers’ shoes; what impression do they get of your company?
  2. Start asking customers for reviews – according to Trustpilot research, this is the main reason people leave reviews.
  3. Respond to all negative reviews as quickly as you can, trying to resolve issues – you’ll show browsers that your team cares.
  4. Learn from the feedback in reviews – is there something people repeatedly complain about? Is a member of staff being particularly praised?
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