Attractions.io, a leading creator of mobile visitor apps, will release the inaugural Digital Guest Experience Report at IAAPA Europe Expo 2024, in partnership with Cinchio Solutions, a hospitality technology company. This new report will offer insights for operators, showing ways they can adapt to visitors’ changing demands and take advantage of emerging technologies like AI.
The study reveals a notable discrepancy between visitors’ expectations and the existing state of digital experiences, offering practical suggestions for enhancing both guest satisfaction and operational efficiency.
More than 1,000 visitors and more than 200 operators from the US, Canada, the UK, and Western Europe participated in the survey that served as the basis for the 2024 Digital Guest Experience Report. The study aimed to determine how technology affects guests’ experiences before, during, and after their visit. The findings are then compared to the digital investments that attractions are planning to make.
The study examines the whole digital visitor experience, from pre-visit preparation to on-site navigation, and provides recommendations on how operators can better serve guests’ demands.
Key findings
One of the report’s most important findings is that only 22% of respondents think that the experiences offered by current digital services are excellent, and 23% say that these experiences are not easily accessible. This emphasises that operators need to spend money on more user-friendly digital tools for guests to ensure that technology improves rather than detracts from the visitor experience.
This is especially true considering that 63% of attendees stated they would be willing to pay extra for tickets if they had a smooth experience that meets their digital needs, and 72% of guests stated that a high-quality digital experience enhances their trust in a company. This illustrates how effectively implemented digital solutions increase customer happiness while also fostering brand loyalty and encouraging repeat business—all of which are essential components of long-term success.
The study also emphasises how crucial data security and privacy are. Of the visitors, only 33 percent were confident that attractions were managing their data properly, even though 67 percent of CTOs thought their company was doing a good job. Addressing this issue is crucial because fostering deeper guest engagement with personalised digital services—something that most expressed a desire to see more of—will depend on establishing confidence through open and safe data procedures.
Pick up a copy at IAAPA Expo Europe
The Attractions.io team will exhibit at IAAPA Expo Europe 2024 in Amsterdam from 24 to 26 September. The team will be at booth #8551, where they will be giving out copies, discussing the report’s findings, and exploring how operators can leverage these insights to enhance their digital strategies and improve guest satisfaction.
Attractions.io recently collaborated with Cinchio Solutions to launch mobile apps at leading North American attractions: Detroit Zoo, Brookfield Zoo Chicago, and Toronto Zoo. Cinchio Solutions was founded by SSA Group, which has more than 50 years of experience supporting cultural institutions.
