TrustYou’s 2022 Global Review Insights Report Shows Steady Recovery of Hospitality Industry With Increasing Review Volume
The new edition of TrustYou’s Review Insights Report reveals key findings to define the state of the travel industry in 2021 and what can be expected for 2022.
The report highlights the increasing value of online reviews and feedback in a changed travel industry. Globally, the 13.3% increase in review volume from 2021 compared to 2020 emphasizes that the industry is on a steady path to recovery. A key driver of travel was the significant growth in domestic travel that could be witnessed across the globe.
The report also revealed a rise in positive feedback, from 80% in 2019 to 91% in 2021. This shows that the experiences created by the hospitality industry, despite a difficult travel environment, met and surpassed the expectations of recent travelers. The investment in new technology and contactless communication methods assured safe stays in a time of social distancing, allowing hoteliers to provide great guest experiences. As a result, hoteliers were able to serve their guest’s needs immediately, preventing neutral or even negative reviews.
For additional analysis, the relevant insights have been broken down by region for APAC, EMEA, US, and DACH. Since the pandemic hit each area of the world so differently, the separate editions of the report help to provide the best possible overview for each area.
In four chapters, the reports include:
- An in-depth overview of global and regional travel trends and statistics
- TrustYou’s positive and negative Impact Scores
- Spotlights on the development of reviews in general and third-party sources.
- What mattered most to hoteliers when interacting with guests.
The Review Insights Report is available for free download in the following editions: Global, APAC, EMEA, US and DACH.
About TrustYou
TrustYou is hospitality's memory: the platform that unifies what guests feel, what they do and what they ask in a single system. Since 2008, more than 100,000 hospitality businesses have used TrustYou to understand their guests, act on what they learn, and keep the relationship going between stays.
That memory has three parts, built to work as one:
Customer Experience Platform (CXP), the memory of experience: reviews, surveys, sentiment and reputation, captured and acted on across every touchpoint.
Customer Data Platform (CDP), the memory of the customer: every transaction and interaction resolved into one golden profile, and activated through service and marketing communication.
TrustYou Agent, the memory of conversation: one AI agent across every channel, from web to WhatsApp to email, around the clock and in every language, closing the loop so that outbound messages from the CDP and inbound replies to the Agent belong to the same continuous conversation.
Every interaction adds to the memory, so the system knows each guest better than it did the day before.
TrustYou is headquartered in Munich, Germany, and serves hospitality brands in over 165 countries. Learn more at www.trustyou.com.