1、Consumers in hospitality:2023 reviewInsight by Zonal,Powered by CGA by NIQGO Technology Report,December 2023Consumers in hospitality in 2023:Trends and highlightsAre influenced by others about whether and where to go out Prefer to use technology on hospitality visitseither exclusively or in tandem w

2、ith human interaction Say speed is a main reason tech enhances their experience61%71%47%50%Get recommendations about venues from friends,families and colleagues 56%GO Technology Report,December 2023Think a balance between technology and a human touch delivers the best hospitality experiences55%49%Of

3、 consumers have higher expectations of the brands they are loyal to because of the cost-of-living crisisWould reduce loyalty to a venue or brand if they had a few bad experiences 2.1Average number of eating and drinking brands to which consumers feel loyalGO Technology Report,December 20231.Influenc

4、eIn the competitive and demanding market of 2023,recommendation has been a vital source of visits.Optimising word of mouth will again be a powerful route to sales in 2024,so understanding the consumers who influence others is crucial.GO Technologys research shows three in five British consumers are

5、either solely(39%)or sometimes(22%)influenced by others about whether and where to go out.More than half(56%)say they get recommendations about venues from friends,families and colleagues,with friends a heavier influence than review sites or socialmedia(see box).Influencersthose who say only they de

6、cide whether to go out and which venue to visittend to be older,while younger consumers are readier to be swayed by other peoples recommendations.But what influences these influencers?Convenience and value are the top two factorsahead even of the food and drink on the menusbut trust and reliability