Guest Insights & Analytics – Identifying the ‘unknown’ guest and their behaviours on site

CustomerCensus: Decodes guest behaviour on-site to measurably enhance guest experience and maximise profits

Are you facing these business pains?

• Insufficient Guest Insights: Lack of crucial data on guest behaviour and preferences, limiting the ability to tailor services effectively.
• Underutilisation of Luxury Amenities: Poor understanding of guest engagement with premium facilities like spas and restaurants, resulting in wasted resources and missed revenue.
• Limited Understanding of Guest Dwell Times: Insufficient data on how long guests stay in specific areas, resulting in potential missed service or sales opportunities.
• Operational Inefficiencies: Difficulty tracking queue lengths, wait times, and check-in/check-out processes, risking service quality.
• Marketing Blind Spots: Ineffective targeting of marketing spend due to limited insights on guest demographics and promotion effectiveness.
• Management Challenges for Event Spaces: Inability to optimise revenue per attendee within function halls and business suites.
• Operational Inefficiencies: Inability to respond proactively to variable guest and task demand during periods with lean coverage.

How SWL can help

Guest data captured from online bookings and check-in/check-out processes offer limited insights into guest behaviour, focusing primarily on booking preferences and basic personal details. This approach means leadership miss out on a comprehensive understanding of guest behaviour, on-site activity, and proposition engagement.

SWL’s Footfall Analytics solution, CustomerCensus, is a cutting-edge, smart camera system that performs detailed footfall analysis and decodes guest behaviour on-site in real-time. Built with privacy in mind, data is processed on the edge; no photos or videos are stored, while valuable data insights are available instantly, on age, gender, shopping groups, guest missions and more.

CustomerCensus illuminates the dark data of the guest journey that would otherwise go unaccounted for. From entry to exit, it provides valuable insights throughout the entire guest journey.

What business benefits can you expect?

• Real-time on-site guest analytics versus industry benchmarking
• Understanding of hotel usage – where are hot and cold spots, high areas of guest traffic and underutilised sections of your hotel.
• Comprehensive understanding of your different guest profiles and how they engage and interact with your facilities.
• Improved space productivity – measured view of which parts of your hotel are underperforming and why.
• Evaluation of marketing effectiveness, allowing you to tailor promotions by guest profile, helping uplift sales and conversion.
• Improved queue and service management.
• Instant alert capabilities when KPIs are at risk of not being met.

With SWL’s Footfall Analytics solution – CustomerCensus, you will gain invaluable insights into guest behaviour and footfall analysis that drive strategic decisions, enhance the guest experience, and maximise profits. SWL’s Guest Insights solution ensures you stay ahead of the competition by leveraging real-time data to optimise every aspect of your guests’ journey.

Want to better understand your guests?

Find out how CustomerCensus can revolutionise your guests’ journey through advanced footfall analysis and comprehensive insights into guest behaviour. Why not book a no-commitment discovery call?

Complete the form below or contact us on +44 (0)1527 895020.

Learn about SWL’s other solutions by visiting our Retail Solutions & CX Solutions pages or follow us on LinkedIn.