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Customer Satisfaction Survey Attica Hotels

Athens-Attica Hotel Association 30 November 20 11. Customer Satisfaction Survey Attica Hotels. Dr. Aris Ikkos , ISHC. Customer Satisfaction Survey. Primary Tourist Survey. Period : July – September 2011 Method : Questionnaire Sample : ~1,200 questionnaires , collected by Le Monde

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Customer Satisfaction Survey Attica Hotels

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  1. Athens-Attica Hotel Association 30 November 2011 Customer Satisfaction Survey Attica Hotels Dr. Aris Ikkos, ISHC

  2. Customer Satisfaction Survey

  3. Primary Tourist Survey • Period: July– September2011 • Method: Questionnaire • Sample: ~1,200questionnaires, collected byLe Monde • ... From Athens Hotel Association Members, 2* to 5* hotels

  4. Tourist Profile

  5. Purpose of Travel

  6. Which is the alternative destination you thought to visit?

  7. Trip Preparation Booking online: 2011: 51% 2010: 34%

  8. Social Media Are you using social media? (per age) During the preparation of trip did you use? (per age)

  9. Social Media use from Athens Hotels * use Do not use * Provided that there is an active link for the Hotel atTripAdvisor • Source: GBR Consulting, 30 Cooperating Hotels

  10. Access to Athens By airplane? Μετακίνησή σας στο ξενοδοχείο με => fare € 43.34 Easy access to Athens? Easy access to hotel?

  11. Sightseeing 25% walking tour 22% city bus tour

  12. Expenses on daily basis Expenditure 2011 2010 Attractions / Entertainment € 31.68 € 32.86 Restaurants, Cafes, Bars € 48.07 € 61.85 Shopping € 47.68 € 55.15 Other € 53.73 € 29.08 Total € 181.16 € 178.94 Will you buy from the airport? - 53%: no - 32%: yes

  13. Assessment 2011 - 2010 Airport - Port Culture Access from airport Athenians character Leisure - Entertainment Sign & Information Public transport Info on specific events Parks, «Green» Squares, pavements Safety in city Atmospheric Pollution Noise Pollution Public Cleanness 2010: 7.5 2011: 7.6 2010 Overall Assessment

  14. Assessment Taxi Hotel Bar / Café Restaurants Shops Facilities Value for money

  15. Will you come back to Athens or / and will you suggest Athens to others?

  16. Variations

  17. Expense per category Total Expense (€) Daily Expense (€)

  18. Hotels Evaluation per Category Overall Assessment: 7.6

  19. Overall Assessment & Recommendation Would you recommend Athens? Overall Assessment

  20. Other variations per category

  21. Business/pleasure Airport - Port Culture Hotel Facilities Bar / café Facilities Restaurants Facilities Access from Airport Athenians character Shops Facilities Leisure - Entertainment Hotels - value for money Signs & Info Public Transportation Info of specific events Restaurants - value for money Bar / café value for money • Overall Assessment: • Business: 7.4 • Pleasure: 7.6 Taxi Shops - value for money Parks, Green Taxi – value for money Squares, Pavements Safety Atmospheric Pollution Noise Pollution Public Cleanness

  22. Europe / N. America EuropeN. America • Purpose of Trip: pleasure 60% 72% • Have visited more than4x 20% 6% • Use sites likeTripadvisor,etc 22% 32% • Reservation Online? 49% 57% • Why Athens? Have been Recommendation • Total daily expense € 155 € 204 • City bus tour / walking tour 21% / 20% 31% / 28% • Overall Assessment7.5 7.7 • Hotel (Variety-Facilities) 8.2 8.5 • Hotel: Value for money 7.5 7.3 • Recommendation for Athens 91% 93%

  23. Performance

  24. Rooms Revenue June 2011 Mar. 2011 Dec. 2008 Oct. 2011 July 2011 May 2010 Dec. 2010 Mar. 2010 Based on 30 operating the period 2007-20105*: 13, 4*: 11, 3* & 2*: 6 Source: GBR Consulting

  25. Rooms Revenue YTD Oct (x 1 mil €) 5* 4* 3* On basis of 30 operating hotel the period 2007-2010 5*: 13, 4*: 11, 3* & 2*: 6 Source: GBR Consulting

  26. International Tourist Arrivalsin Athens airport YTD Oct Source:AIA, SETE

  27. International Tourist Arrivals Attica - Athens 3.5 mil. 3.4 mil. 3.1 mil. 63% 61% 62% • International Tourist Arrivals in Athens Airport (Sources: El. Venizelos,SETE) • International Arrival, Overnight stays in hotels (Source:El. STAT) Attica Athens • Those that aren’t staying in hotels • Stay with friends, family or co-workers • Are passing by (for the islands) • Rent a car and leave Athens • ... Source: El. Venizelos, SETE, El. STAT

  28. International Tourist ArrivalsIstanbul - Attica Terrorist attack *projection based on September YTD data Source:EL.STAT, Istanbul Province Culture and Tourism Directorate

  29. The importance of MICE Number of International Conferences Lutfi Kirdar ICCA rank 2010: 7th ICCA rank 2010: 26th Sports Pavilion Tae Kwon Do Source:International Congress and Convention Association, (ICCA)

  30. International Tourist Arrivalsin hotels ofGreece– Attica (χ 1,000) 14% Attica Share 38% Source:El. STAT

  31. Attica Hotel Industry ARR,(Euro) Occupancy (%) RevPar (Ευρώ) 2011 2010 2009 2008 2007 Source: GBR Consulting – EXA-A

  32. % change YTD Oct. 2011/2010 Source: GBR Consulting, Smith Travel Research

  33. Europe – Mediterranean- Athens Occupancy 2010 2009 2011 Source: GBR Consulting, Smith Travel Research

  34. Europe – Mediterranean - Athens ARR 2009 2010 2011 RevPAR Source: GBR Consulting, Smith Travel Research

  35. Main competition Occupancy 2010 2009 2011 (ARR) Source: GBR Consulting, Smith Travel Research

  36. World Bank – IMF Annual Meetings 13,713 registered delegates from 186 countries Fourth United Nations Conference on the Least Developed Countries Main competition 2009 2010 2011 Source: GBR Consulting, Smith Travel Research

  37. Europe 2009 – 2010 Europe 2010 – 2011 Mediterranean 2009 – 2010 Mediterranean2010 - 2011 Athens in relation withEurope& Mediterranean Occupancy ARR RevPAR Source: GBR Consulting, Smith Travel Research

  38. Benchmarking Athens Hotels & 10 Europe Cities – YTDOct. 2011 Occupancy (%) RevPAR ΑRR Source: GBR Consulting, Smith Travel Research

  39. Athens in comparison with 10 European cities – Δ% 2011/2010 ARR (Euro) Occupancy 10 cities: Vienna London Paris Berlin Munich Rome Amsterdam Barcelona Madrid Istanbul Athens 10 cities RevPar (Euro) Source: GBR Consulting, Smith Travel Research

  40. Tourism BarometerForecasts of Athenian hoteliers for Q4 2011 Source: GBR Consulting Tourism Barometer

  41. Tourism BarometerForecasts of Athenian hoteliers for Q4 2011 Source: GBR Consulting Tourism Barometer

  42. Tourism BarometerForecasts of Athenian hoteliers for 2012 as a whole Source: GBR Consulting Tourism Barometer

  43. Athens-Attica Hotel Association 30 November 2011 Customer Satisfaction Survey Attica Hotels Dr. Άρης Ίκκος, ISHC

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