Hotels & Restaurants Unlock ROI
by Measuring Customer Experience & Business Enhancement
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Beyond basing decisions on transparency of social sentiment, potential diners are more likely
to patronize restaurants that
enable connectivity.
Diners want simplified online ordering and mobile ordering and the ability to attract order status is paramount for a generation that is accustomed to Uber-like and Amazon-esque experiences.
Free Wi-Fi and ease of booking eclipse membership in a loyalty programs. To win customers, hotels need to optimize websites and mobile apps, streamline booking processes, and show they are responsive to negative customer feedback.
Location-based integration
60%
Ability to make reservations
59%
Redeem coupons/gift cards, etc.
57%
Track order/delivery status
54%
Mobile
ordering
49%
Mobile
payment
48%
Loyalty program management
48%
Room reservations
76%
Receive/redeem coupons, gift cards, etc.
62%
Room selection on property
map
58%
Retrieve bills
56%
Ability to change reservations/
itinerary
65%
Request service
58%
Location-based services
61%
29%
Restaurants Offer
45%
Restaurants Offer
38%
Restaurants Offer
24%
Hotels
Offer
CHATBOTS POISED
FOR GROWTH
36% of HOTEL GUESTS
want to request service via
chatbot. Only 14% of
hotels offer it.
35% of DINERS want to
order via chatbot. Only 8%
of restaurants
offer it.
45%
Delivery
specific marketing/
rewards
53%
Integration
between customers’
mobile device
and POS
40%
Customer
real-time feedback options
35%
Food quality/
temp control
& tracking
35%
Driver-
tracking
20%
Voice
ordering
Social media engagement
96%
90%
80%
72%
58%
56%
96%
52%
52%
46%
Mobile website/app
Loyalty program
Smart mobile devices for employees
Interactive in-room TVs
Personalized offers based on guests’ history
Interactive Digital Signage
Customer Experience Management Platform
Mobile check-in/out
Predictive Analytics
READ MORE...
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