Hotels, restaurants and catering service providers best realise the importance of customer satisfaction. Customer satisfaction with the level of service is the crucial factor behind the customer’s decision to visit a location or use a service again. If customers are satisfied, they are not only likely to revisit a hotel or a restaurant, but also to recommend the place to their friends and acquaintances. Word-of-mouth marketing is a very effective way of promoting a business, so it really pays off to keep customers satisfied.
Our experience in the HoReCa market mainly includes research into the quality of customer service and customers satisfaction studies. As part of our assignments, we have assessed the size and value of the market, existing competitors and their activities, as well as distribution channels.
The most common types of research in the HoReCa market:
- customer satisfaction and loyalty studies,
- customer service quality analysis (e.g. mystery shopping),
- consumer behaviour research (e.g. Usage & Attitude),
- target group research,
- B2B research.