What Do Guests
Want NOW?
9TH ANNUAL Customer Engagement Technology Study
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discover which software providers consistently meet retailer expectations
FIND OUT BELOW
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While traditional principles of surprise and delight remain
as true now as they ever were, guests expect technology deployment to do so much more, including delivering
more efficiency than ever, ensuring health and safety,
and maintaining the intangible qualities that define
the hospitality industry:
Hospitality Technology has taken its deepest dive yet
into customer engagement technologies across hotels
and restaurants. Our goal? To find out what’s changed,
what remains a constant, and, most importantly, to
suggest where things are headed in 2021 and beyond.
TKTK short paragraph specifically addressing
high-level findings of this year’s survey.
Both
xx%
xx%
The customer journey at restaurants and hotels has evolved at a radical pace due to the pandemic.
Friendly, reliable service
with a human face.
Welcome!
80%
Fitness Center
78%
Spa
75%
Pool
80%
Public
restroom
77%
Hotel restaurant
77%
Elevators
75%
Kiosks and touchscreens
840
60%
12%
18-23
27%
24%
37%
24-39
40-55
56+
66%
The restaurant has positive consumer reviews and high ratings
56%
The restaurant offers
free Wi-Fi
63%
Ability to preview menus and nutritional information
61%
Ease of online reservation process
55%
Ability to pay for food
via your mobile device
(i.e., contactless payment)
54%
The restaurant does not have a paper/physical menu that the guest
must touch
52%
Cashless tipping options
52%
Ability to track order status
51%
Digital signage is visible to display menu information
26% Phone call
66%
The restaurant offers
drive-thru
66%
Ease of online ordering process
65%
Ability to place food order online
64%
Ability to preview menus and nutritional information
61%
The restaurant offers curbside pick up
63%
The restaurant has positive consumer reviews and high ratings
60%
Ability to place a food order from your mobile device
58%
The restaurant offers food delivery
55%
Ability to pay for food via your mobile device (i.e., contactless payment)
56%
Ability to track order status
54%
The restaurant offers its own delivery service
52%
The restaurant has a mobile app
52%
Cashless
tipping
61% I am willing to use self-service technology to reduce my wait time
54% I prefer to interact directly with employees of a hotel or restaurant rather than using technology
49% I prefer to use contactless/
touchless technology at hotels and restaurants
48% I like to use innovative and new technology provided by hotels or restaurants
45% I like to use technology because it enhances the service experience
25% In person
16% Text messaging
9% Chatting via mobile device
8% Self-service kiosks
8% E-mail
8% Voice controlled device
1% Other
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