Middle East insights: Key trends from Shiji’s Q3 2024 Guest Experience Benchmark Infographic
Shiji Review Pro’s Guest Experience Benchmark Infographic for Q3 is available now!
This concise report summarizes guest experience trends from the past three months, featuring regional breakdowns in an easy-to-read, visually engaging format. Drawing insights from 9 million reviews, it highlights key trends and shifts in department performance across the globe. You’ll discover how improved review response times over the last three years have led to higher guest satisfaction and uncover crucial factors that can help boost your Global Review Index (GRI).
Check out the highlights from the Middle East
- Review Volume: There was a 14.5% increase in review volume for hotels in the Middle East, indicating significant growth in guest feedback compared to the same period in 2023.
- Global Review Index (GRI): The GRI for the Middle East region increased by 0.6 percentage points in 2024 compared to Q3 2023, reflecting a slight improvement in overall guest satisfaction.
- Key Performance Areas:
- Negatively Affecting GRI: Categories such as cleanliness (-2.4 points), room experience (-3.6 points), and value (-1.9 points) negatively impacted the overall GRI. These areas were identified as needing improvement.
- Positively Affecting GRI: On the positive side, staff and service improved guest experiences, with a +1.0 point increase in these areas positively impacting the GRI.
- Response Rates: Hotels in the Middle East had solid response rates, with 5-star hotels leading the way in responding to guest reviews more frequently than 3- and 4-star hotels.
- Market Share: In terms of Online Travel Agencies (OTAs), platforms like Expedia saw growth in market share, while Google's share slightly declined.
This region experienced both positive and negative changes, with strong feedback growth but areas of improvement needed, particularly in room experience and cleanliness.
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