《旅游品牌应重塑忠诚度计划以赢得忠诚顾客》.pdf

Customer Loyalty in the Hotel Industry Traveler Survey Findings January 2013 Methodology Web-based survey • Web-based survey of hotel and airline travelers • Customer web-basedsurvey conducted from October 18–23, 2012 • 4,000 survey respondents across hotels and airlines • Each of the respondent either stayed at a hotel or taken a flight during the past 12 months 2 Copy right © 2013 Deloitte Development LLC. All rights reserved. During the past 12 months, have you… Hotel stay/Airline travel Stayed at a hotel 94% 6% Traveled on a 64% 36% flight Yes No 3 n= 4,000 Copy right © 2013 Deloitte Development LLC. All rights reserved. Gender Gender Female 48% Male 52% 4 n= 3,773 Copy right © 2013 Deloitte Development LLC. All rights reserved. Age Year of Birth Millennials 14% Gen X 32% Baby Boomers 43% Seniors 11% 5 n=3,773