Data Collection & Report
This year the travel industry is facing a very difficult time leading to a bad financial year.
It would require the hotel chains to not only modify their services and prioritize safety measures to attract guests.
Looking ahead, Edward Inn must assess if the fear of travel and staying in a hotel would stay until the restrictions or is it going to be a lasting effect.
Repeat business is an essential source of business and therefore analyzing customer loyalty is going to be an important objective.
We aim to learn this from over 1000 guests that stayed at the hotel via an email survey.
The strategy is to attempt to take the survey 2 days after their stay.
It was found that the pandemic has added a new set of criteria for the guests to choose their place of stay.
Conclusions/ Implications
•Even after a positive feedback from the guests overall and in various services, the guests do not expect to revisit in the near future
•The intent to not visit even after having a satisfactory experience suggests that there are external factors like the pandemic or the competition that are keeping the guests from coming back.
•
•The pandemic has been a big factor in the reduced visits and has brought some change in the consumer behavior towards their choice of stay
•The hotels would need to prioritize safety measures such as room spacing and medical certified valet services to attract guests in these times.
•
•Consumer who have membership rewards programs with CAA are most likely to make another stay at the Edward Inn if in town in the next 6 months
•The hotels would Building partnership with CAA to attract more consumers
•
•Males are more likely to make anther stay. By making consumer feel satisfied, Edwin Inn needs to proved touchless Hand Sanitizer dispensing stations in all rooms, hallways, lobby and CMA approved airport service.
Research Objectives
•To better understand customer loyalty.
•To find out if the hotel is more inclined towards a group of people based on their purpose of visit.
•Establish customers’ intent to recommend stay at Edward Inn to friends and colleagues.
•Identify the desire to visit again.
•To analyze the scale of impact of Covid-19 on travel.
•Understanding the importance of various safety factors that could drive people to the hotel during the pandemic.
•To know the performance level of certain internal services offered by the hotel.
•Finding the varied consumer behavior between different demographics in the industry.
Research Hypothesis
•A large number of guests who have stayed at our hotel must have also stayed with some other chain.
•Most guests would be around 30 to 50 years of age.
•There would be more business trips due to the pandemic and only essential travel being done.
•Guests visiting and hosting social gathering events would be reduced in recent times.
•Due to Covid-19 guests would travel less and make shorter trips.
Finding #1：
Q1. Which of the following OTHER hotels have you stayed with in the past year? (please check all that apply)
Finding#2
Q3. Please rate your level of satisfaction with your most recent stay at Edward Inn, where 1 is Not at All Satisfied and 4 is Extremely Satisfied