Welcome to the 2023 Q1 edition of the Shiji ReviewPro Guest Experience Benchmark.
The Guest Experience Benchmark has become an established resource for professionals in the hospitality industry, providing valuable insights that help hoteliers make data driven decisions, and we’re excited to bring you the second year of our series.
In response to the rapidly growing travel market and the increasing demand for optimal guest experience in hotels, Shiji ReviewPro is proud to announce the launch of its Guest Experience Benchmark for the first quarter of 2023.
Analyzing over 2 million reviews from 9,500 hotels in all regions, from Asia Pacific to the Americas, the report provides a comprehensive snapshot of guest experiences in 3 to 5-star hotels. This pioneering benchmark analysis offers hoteliers valuable insights into guest satisfaction trends and provides a comparative measure against current industry standards.
Michael Kessler, CEO of Shiji ReviewPro stated, “Understanding how one’s hotel is performing against the global or regional industry is the secret of many of the world’s best hoteliers. By publishing the global benchmarks per region, we aim to equip hoteliers with insights on how they can offer the best service. Those who prioritize quality service tend to be the most successful.”
The data set includes:
- 2,743,688 reviews posted between January 1 and March 31, 2023
- 55 review sources in
- 62 languages worldwide
- Results are divided into three segments: 3-star hotels, 4-star hotels, and 5-star hotels.
The report includes:
- Global Review Index (GRI) increased in Q1 2023, with 5-Star hotels outperforming other categories.
- The Asia Pacific region leads in review volume increases, showing a 69.1% growth from Q1 2022, to Q1 2023, though still below pre-pandemic levels.
- Booking.com dominates online reviews with a 43.5% share, followed by Google and TripAdvisor.
- Despite Booking.com’s high market share, its low source index impacts overall review scores.
- Room and Value indexes were among the lowest, while Location and Cleanliness indexes scored the highest.
- TripAdvisor leads in positivity, Booking.com in negativity, but 74.7% of reviews remain positive.
- Global hotels responded to 62.2% of reviews in Q1 2023, with five-star hotels leading in responsiveness.
As an established report in the hospitality industry, we pride ourselves on providing valuable insights that help professionals stay ahead of the curve.
Thank you for your interest in our benchmark report. We look forward to sharing our findings with you.
