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Loyalty Program Survey

This survey is part of a bachelor thesis focused on customer loyalty in the hospitality industry.

The goal is to gain insights into whether a loyalty program holds value for guests and what elements would make such a program relevant and attractive.

Your response will help evaluate guest preferences and behaviors, and contribute to the development of a well-founded loyalty concept.

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Hospitality Guest Experience & Loyalty Preferences

Section 1: Guest Profile (for segmentation purposes)

1

Age group:

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2

Nationality:

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3

What is usually the main reason for your trips?

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4

How often have you rebooked the same place?

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5

What is your preferred method of booking accommodation?

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Hospitality Guest Experience & Loyalty Preferences

Section 2: Loyalty Programme Perception

6

Feeling recognized and valued as a returning guest would influence me to book again.

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7

Exclusive benefits offered through the providers website would encourage me to book directly.

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8

The opportunity to participate in a loyalty or rewards program would increase my overall interest in this accommodation brand.

(stimulus through the presence of a program)
9

A well-structured loyalty program with clear benefits would directly influence my decision to choose this provider again for my next booking.

(influence on actual booking behavior)
10

The opportunity to earn rewards would encourage me to create a customer account.

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11

A tiered loyalty programme with increasing benefits would make me more engaged.

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12

A mix of financial (e.g. discounts) and emotional (e.g. recognition) benefits would enhance my loyalty.

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13

Perks such as early check-in or late check-out would motivate me to participate in a loyalty programme.

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14

Non-financial rewards like personalized service, room preferences, or flexible checkout are meaningful to me.

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15

Financial rewards such as discounts, vouchers, or free upgrades would motivate me to stay again.

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16

Which of the following reward types would you value most in a loyalty programme?

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