Consumer Insights Report 2023 on Hospitality Trends

This document is a Consumer Insights Report focused on the hospitality sector in 2023. It outlines the evolving customer journey and highlights how rising living costs are influencing consumer behavior in Australia. The report details the stages of the customer experience, including active evaluation, purchasing decisions, purchasing pathways, purchasing triggers, and point of sale interactions. It emphasizes the importance of technology in enhancing customer experiences and the need for transparency regarding data usage. The report also presents statistics on consumer preferences for payment options and loyalty factors, noting that many consumers are drawn to discounts and promotions. Furthermore, it discusses the impact of poor experiences on customer loyalty and advocacy. The insights are based on a quantitative survey conducted with over 5,000 consumers, providing a comprehensive view of consumer attitudes and expectations within the hospitality industry.