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The feedback economy

Image of customer providing feedback online.

May 2016

By improving how customer feedback is used, the UK hospitality and leisure industry could boost the UK economy by £3.2bn over the course of the next decade.

Online reviews have been increasingly important to hospitality and leisure sector and will continue to be. This report explores the potentially revolutionary effect that online customer feedback and reviews are having on this sector in the UK. It suggests that businesses that do not adequately respond to this trend are in danger of missing a vital opportunity to both grow their business and stay ahead of the competition.

Watch how feedback helps their businesses

Corinthia Hotel London

Stéphane Trycionka, Sales and Marketing Director at Corinthia Hotel London, talks about their responsive and speedy approach to customers’ online reviews.

Everyman Cinemas

Crispin Lilly, CEO from Everyman, shares how they listen to customers’ feedback from social media.