DOMESTIC visitor SATISFACTION - Update: Year Ending June 2020 - Tourism Industry Aotearoa
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DOMESTIC visitor SATISFACTION
Update: Year Ending June 2020
DOMESTIC VISITOR SATISFACTION UPDATE: YEAR ENDING JUNE 2020
DOMESTIC VISITOR SATISFACTION
PROFILE OF LAST DOMESTIC OVERNIGHT LEISURE TRIP
3 in 4 New Zealand residents took an overnight
domestic leisure trip within the past 12 months
MAIN REASON FOR TRIP
Length of Trip:
YE June YE June 1 Night 14% 13%
2020 2019
2 Nights 26% 27%
3 Nights 19% 20%
4 Nights 10% 11%
5 Nights 10% 10%
For a holiday or short-break 6 Nights 3% 3%
To visit family or friends 7 Nights (or more) 18% 16%
To attend an event held by friends or family (e.g. wedding, funeral, or reunion) Average Number of Nights (Median) 3 3
To attend an event held by someone else (e.g. a sporting event, concert or festival)
OtherDOMESTIC VISITOR SATISFACTION
PROFILE OF LAST DOMESTIC OVERNIGHT LEISURE TRIP
Auckland 25% 23% January 18% 17%
Wellington 14% 14% February 14% 12%
Northland 13% 13% March 10% 11%
Taupo 12% 11% April 7% 12%
Rotorua 12% 13% May 7% 9%
Hamilton/Waikato
11% 10% June 8% 8%
(excluding Taupo and the Coromandel)
Christchurch 10% 11% July 8% 7%
The Coromandel 9% 8% August 8% 8%
Bay of Plenty (excl. Rotorua) 9% 10% September 9% 9%
Hawke's Bay 7% 7% October 9% 9%
Canterbury (excl. Christchurch) 7% 9% November 10% 9%
Queenstown 6% 8% December 12% 10%
Dunedin 6% 5%
Taranaki 5% 5%
Palmerston North & Manawatū 5% 6%
Nelson 5% 4%DOMESTIC VISITOR SATISFACTION
OVERALL satisfaction
8.7 0% 0% 0% 1% 2% 4% 10% 22% 24% 36%
8.7 0% 0% 0% 1% 2% 3% 10% 25% 23% 36%
SATISFACTION BY AGE Average
SATISFACTION BY LENGTH OF TRIP Average
18 - 29 35% 24% 8.6 1 Night 33% 19% 8.4
30 - 39 8.5 2 Nights 32% 25% 8.6
32% 21%
3 Nights 34% 28% 8.7
40 - 49 30% 23% 8.4
4 Nights 37% 28% 8.8
50 - 59 36% 24% 8.7
5 Nights 42% 19% 8.8
60 - 69 44% 29% 9.0
6 Nights 32% 34% 8.8
70+ 46% 28% 9.0
7 Nights + 44% 24% 8.9
10 9 10 9DOMESTIC VISITOR SATISFACTION
OVERALL satisfaction
SATISFACTION BY MONTH OF TRIP Average
SATISFACTION BY REGION VISITED Average
January 41% 25% 8.9 Auckland 33% 21% 8.5
February 39% 26% 8.8 Wellington 38% 26% 8.7
March 39% 21% 8.6 Northland 42% 28% 8.9
April 30% 26% 8.6 Taupo 42% 25% 8.9
May 37% 24% 8.7 Rotorua 36% 28% 8.7
June 37% 20% 8.7 Hamilton/Waikato 40% 21% 8.7
July 31% 17% 8.4 Christchurch 39% 22% 8.7
August 34% 23% 8.5 The Coromandel 40% 30% 8.9
September 8.6 Bay of Plenty 38% 28% 8.8
32% 28%
8.7 Hawke's Bay 41% 26% 8.8
October 40% 22%
8.9 Canterbury 44% 25% 9.0
November 42% 23%
8.9 Queenstown 44% 20% 8.8
December 42% 24%
10 (Extremely Satisfied) 9 10 (Extremely Satisfied) 9DOMESTIC VISITOR SATISFACTION
Experience vs. Expectation
48% of New Zealanders had their expectations exceeded
on their most recent domestic overnight leisure trip
Much better than I expected
EXPERIENCE VS. EXPECTATION BY AGE Expectations
18% Better than I expected
20% Exceeded
Just as I expected 18 - 29 26% 33% 59%
Worse than I expected
30 - 39 22% 31% 53%
28% 31% Much worse than I expected
40 - 49 20% 28% 48%
50 - 59 18% 28% 47%
60 - 69 14% 24% 38%
48% 48%
70+ 13% 23% 35%
Much better than I expected Better than I expected
3%
YE June 2020 YE June 2019DOMESTIC VISITOR SATISFACTION
COMMENTS (Q2 2020)
“Really enjoyed the trip as first time in a campervan and West Coast and “We actually stayed in Moeraki and everything about the little town is
Tekapo areas” absolutely perfect for relaxation and to switch off”
“Exceptional hospitality businesses, beautiful local surroundings, friendly “Amazing places, mystical adventures, magical experience, intense and
people, delicious wine” deep connection with the nature”
“Great motel accommodation in Hokitika, lovely scenic walk and tree top “I had never seen Glow worms and to see them in a cave was wonderous.
walk experience” I also loved Hobbiton”
“The weather was great and our accommodation was fantastic. the drive “Exciting trip, great views through Arthur's Pass”
down there and back was great without any detours or traffic problems”
“Because it was great to reconnect with friends and spend quality time in
“Good weather, Great scenery and everything wasn't overpopulated with the outdoors”
tourist due to COVID border restrictions”
“The weather was great and we had a good time in the hot pools and
“Whichever place we stop at we get the best service in general. Traffic is some lovely meals”
not so bad and the country is always clean.”
“It was enjoyable and having rental could see what we wanted and was
“The incredible activities, beach swimming, bush walk and water park” not too crowded this time of year”
“The accommodation was great but the concert we attended was
“Disappointed with lack of options for eating out, outdated hotels, Paihia
oversold and badly organized”
in desperate need of smartening up -tired rundown no street appeal,
“
Waitangi turning into a tired slum”
“People were not nice at the airport in Tauranga and in Tauranga”
“I was caught up in the cancellation of NZ Festival events”
“Not many restaurants open due to covid”
“Air NZ stuffed up our flights and we were on our way to my
“Because we went into lockdown and had to cut our trip short. Also, it
Grandmothers funeral so we missed out on a lot of time to spend with
was weird being away in those circumstances, people treated us
family”
differently.”DOMESTIC VISITOR SATISFACTION
NET PROMOTER SCORE (NPS)
NPS BY AGE
0 1 2 3 4 5 6 7 8 9 10
1% 0% 0% 0% 0% 3% 3% 6% 13% 15% 59%
74% 7% + 67 There has been no significant change in the
Promoters Detractors
= Net Promoter Score over the past two years
NPS
YE June 2019: NPS + 67
73% Promoters – 6% DetractorsDOMESTIC VISITOR SATISFACTION
DOMESTIC VISITOR SATISFACTION TRACKING
Tourism Industry Aotearoa Angus & Associates
Bruce Bassett (04) 499 2212
bruce.bassett@tia.org.nz vip@angusassociates.co.nzYou can also read
