Tracking Consumer Sentiment on the Impact of COVID-19 - Travel & Mobility, Leisure & Hospitality, Personal finances

Tracking Consumer Sentiment
on the Impact of COVID-19
Travel & Mobility, Leisure & Hospitality,
Personal finances

Weekly Update – 2nd June 2020

Introduction
In the 10th report in this series we show that the country is evenly divided on bringing about about an intention to return to normality: to book that
how well the British government is handling this crisis. Quite apart from the holiday, plan that day out, go shopping again. The majority of categories we
uproar surrounding the alleged breach of government guidelines by Dominic measure in this report show a shortening of lead-times this week – in some
Cummings, many citizens are unnerved by the relaxation of lockdown, or fear cases, by several weeks.
that it may be too soon.
 For categories such as domestic holidays and attractions, this is already part
Wherever we stand on the Cummings issue or politics more broadly, most of of a trend. Whether we see an acceleration of progress from here onwards,
us can agree that it is an unenviable communications challenge for any we’ll have to wait and see – but for sectors that have been starved of good
government. Widespread adherence to lockdown rules was contingent upon news for a while now, we’ll certainly take it!
citizens being made sufficiently fearful for their own health – and that of
 Stay tuned and stay safe!
their family, friends and fellow citizens. Now, governments must partly
reverse that message. While encouraging continued vigilance and social
distancing, governments will have to persuade people that, on balance, they
need not fear having their children in school, returning to the workplace and,
in the fullness of time, re-engaging with those leisure activities and
purchases that were once second nature.
 Matt Costin Suzy Hassan
In the circumstances, it is only to be expected that some consumers will Managing Director, BVA BDRC Managing Director, Alligator Digital

remain nervous for some time to come (or until their concerns are shown to
be unfounded). For others, the gradual re-opening of society appears to be

Executive Summary

Public opinion split on the UK government, but a week of progress on many indicators Anticipated return of international travel is 2-3 months behind domestic tourism

Following the controversy surrounding the Prime Minister’s special adviser, Dominic Like other verticals this week, lead times for international holidays and flights shorten – but
Cummings, there is a slight weakening of confidence in the government’s handling of the typically remain 2.5 months behind the next domestic holiday. While any positives for the
COVID-19 crisis: the country is evenly split, with a narrow majority this week ‘not confident’. international travel sector are welcome at this point, only about 1 in 5 of our travel activists
However, there is a second week of recovery in the proportion of the country which believes are contemplating an international holiday this side of 2021. A rumoured softening of the
that the worst has passed; most significantly, across the majority of ‘on the move’ categories government’s position on the ‘quarantine’ policy would no doubt help matters significantly.
there is a notable shortening of lead-times to the next purchase or booking.

A big step forward for domestic tourism Anticipated rail travel rises to highest since start of tracking – and lead-to-travel times shorten

The outlook for UK domestic tourism has been boosted by announcements relating to the While there continues to be a net shift in anticipated travel away from train services relative
lifting of lockdown. There is a second consecutive notable increase in the proportion of those to life pre COVID-19, we record the highest level of intention to use rail services among our
active in the travel market who say they will plan a UK holiday in the next 1 – 3 months, with travel-orientated sub-sample since start of tracking. The average lead-time to next
average lead times dropping as a result. anticipated journey shortens by approximately 2 weeks – but remains over 4 months out.

Visitor attractions record third consecutive week of shortening lead-times Brits demonstrating propensity to shop around and aversion to paying for premium
 propositions
Linked to the more positive outlook for domestic tourism and the re-opening of National
Trust and RHS gardens and parkland sites this week, visitor attractions record the third In the context of financial products, results this week indicate that as a result of the
consecutive week of shortening lead-times. 27% of our ‘travel activist’ sub-sample intend to pandemic, over half of the population is shopping around more for the best deal –
take a day out at an attraction within the next 3 months – the highest since the start of the including those who consider themselves wealthy or well off. More than 1 in 3 say that
pandemic. they are less willing in the current circumstances, to pay more for ‘extras’.

Contents

 Page No.

 The mood of the nation 5

 Travel and leisure 11

 Transport 27

 Personal finances 32

 Appendix 36

The mood of the
nation

The average mood of the nation is now consistent from week-to-week. On
average, our national mood remains slightly more positive than the French
and Italians – but the gap is closing.
 26-29 May

 26-29 May 2020 Average mood week-on-week
 17 International Comparison
Average mood (UK Adults)

 6.7 62% 6.5 6.7 6.6 6.7 6.7 6.7 6.7 7.1 (21-22 May)
 7-10 ratings 6 6.1 6.1
 45
 6.7 (26-29 May)

 6.6 (28 May)

 26
 38% 6.5 (22 - 25 May)

 0-6 ratings

 -1 y
 - 2 ril

 - 2 ril

 4- il

 -2 y

 -2 y
 ay
 - 3 rc h

 ch

 l
 12

 14 pri

 a
 r

 a

 a
 5.6 (23 May)

 Ap

 Ap

 Ap

 M

 M

 M

 M
 ar
 a

 A
 M

 M

 5

 2

 2

 9
 5

 2

 8
 7
 -1
 6-
 4

 1

 11

 19

 26
 -2

 20

 27
 23

 30
 9-10 ratings 7-8 ratings
 5-6 ratings 0-4 ratings

 Q5: How would you rate, between 0 and 10, your mood today? (%)

The country is evenly divided on whether the government is handling the
crisis well - its score weakens slightly following the Dominic Cummings
controversy.
Q6: Would you say that you are completely confident, somewhat confident, not really confident, not at all confident regarding how the
British government is handling the crisis? (%)

 67 66
 63 64 63
 61
 56
 52 53 51
 42
 37 38 36 48
 35 33 47 46
 31

 2 2 1 1 1 1 2 1 1
 1
 23-24 March 30-31 March 6-7 April 14-15 April 20-22 April 27-28 April 4-5 May 11-12 May 19-22 May 26-29 May

 NET Confident NET Not confident Don’t know

 Q6: Would you say that you are completely confident, somewhat confident, not really confident, not at all confident regarding how the British government is handling the
 crisis? (%)

There is a second consecutive week of recovery in the proportion of the
population who feel that the worst has passed.

 The worst is still to come Things are going to stay the same
 86
 81
 76 The worst has passed

 61

 44 45 45
 43 43
 39
 36
 33 33
 29 39 30 32

 18 18 29
 14 14 25 25 24
 10 19
 5 6
 -

 23-24 Mar 30-31 Mar 6-7 Apr 14-15 Apr 20-22 Apr 27-28 Apr 4-5 May 11-12 May 19-22 May 26-29 May

 Q7: Regarding the situation of Coronavirus in the UK and the way it is going to change in the coming month, which of the following best describes your opinion? (%)

Slightly more Brits shift their expectations of when life will return to
normal into 2021, but the gradual re-opening of society is now bringing
some stability
 This year Next year
 25% …meaning the country is still pretty evenly split with only just over
 22% 1.4 to normality this year
 half of us thinking we’ll get back
 20% 19% 1.2
 16%
 15% 1 This week (10) cumulative %
 15% 86%
 92% 94%

 0.8 Week 9 cumulative %
 70%
 10% 0.6 Week 8 cumulative %
 8%
 51%
 6% Week 7 cumulative %
 5% 0.4
 5% 29% Week 6 cumulative %
 2% 0.2
 1% 14%
 0% 6% Week 5 cumulative %
 0% 0% 1% 0
 Week 4 cumulative %

 20

 r
 1
 20

 0
 0

 20

 er
 20

 21

 ve
 02
 -2

 l-2

 at
 p-

 20
 g-
 n-

 20
 Week 3 cumulative %

 Ne
 ay

 r2
 Ju

 l
 Se
 Au
 Ju

 or
 M

 ec

 ar

 te
 M
 t-D

 22
 La
 n-

 20
 Oc

Total % Expecting Normality by… July 2020 Ja This year Never

 33% 33% 25% 22% 13% 86% 81% 73% 69% 59% 55% 54% 51%
 8% 6% 6% 1% 1% 1% 1% 2% 3% 3% 2%
 Week Week Week Week Week Week Week Week Week Week Week Week Week Week Week Week
 Week Week Week Week Week Week Week Week
 3 4 5 6 7 8 9 10 3 4 5 6 7 8 9 10
 3 4 5 6 7 8 9 10

 Q16: Given what you know today, when do you think life will return to something close to normal?

From social media: key themes underlying positive and negative sentiment this week

 The best part of @monzo is all the challenges you can
 do! Just signed up to the Twitter challenge. 60p is So sad not to be off to Dubrovnik for half term but
 automatically moved to savings everytime I tweet or massive thanks to @ExpediaUK and @jet2tweets for
 retweet automatic refunds without so much as an email or
 phone call. Can’t fault either of you. Perfect service and
# Innovative solutions to saving
 look forward to rebooking. AND to really compound my anger at
 # Positive Customer Experience the delay I'm experiencing, I receive
 emails from @easyJet promoting
 flights for next year! Brilliant. I'll send
 you more money to gain interest on
 Plans have been unveiled for a stretch of Argyle Street to before I get it back..
 be covered by a glasshouse, & pedestrianised, design
 intended to give restaurants on popular 'Finnieston strip' # Loss of service continuity
 ability to ensure more effective social distancing during
 Covid-19 crisis @British_Airways is saying they will not
 refund our flight from Dublin to London, even
 # Innovative though our entire trip to the UK has been
 canceled because of the pandemic.
 @VirginAtlantic refunded our fare because
 they care about customers. Guess which
 carrier we'll fly next time?

 It will be 3 weeks on Monday that I applied for the # Loss of service continuity
 bounce back loan.I applied the morning it was launched, I
 keep chasing to be told they are busy. But 3 weeks? My
 stress levels are understandably high 
 @HSBCUKBusiness @HSBC_UK
 # Failing systems

Travel and leisure

Intention to visit attractions in the next few months is at its highest since
our tracking began
In the week that Blenheim Palace re-opened to the general public, the desire to go to a visitor attraction in the near future has increased for the second consecutive week – 27% now
intend to visit in the next 3 months. The average lead time for a visit is now around 4.5 months, compared to over 5 months just two weeks ago. Despite its overall appeal declining,
there remains an appetite for digital content from attractions, 1 in 4 intending to engage in the next month.

Go on a day out to a visitor attraction View online content for a visitor attraction
 92 94
 90 91
 87 87 87 86
 82 83
 21 22 19 24 21
 Total planning
 This week to do the
 22 21 20 This week Total planning 78
 activity
 24 73 75
 to do the 13 72 70
 33 activity 12 13 17 68

4.4 months
 21 23
 19
 20 24 23 19 18 16
 2.3 months
 8

 13
 5
 14
 10
 15

 7
 7
 14
 6
 13 13 9
Average time before 27 27 Average time before 10
 29 29 27 25 13 14
 the activity 25 27 33 the activity 12
 25 14 12 13

 10 22 21
 16 13 11 16 14 17 12 32 29 26 25 27
 7 23
 4 3 4 4 3 5 2 2 3 6
 5 l

 -1 y
 - 2 ri l

 8 l
 4 - ri l

 -2 y

 -2 y
 ay
 -3 arch

 6- h

 i

 i

 19 M a

 26 M a
 14 Apr

 11 Ma
 27 A pr
 c

 p

 Ap

 M

 ri l

 ri l

 ay

 ay

 ay
 ar

 ay
 A

 Ap

 Ap
 M

 M

 5

 2

 2

 9

 M

 M

 M
 7

 2

 M
 -1

 -2
 4

 1

 2

 2

 9
 5
 2

 8
 20
 -2

 -1

 -2

 -2
 4-
 -2

 -2
 23

 30

 11

 19

 26
 20

 27
 Planning on doing it but don’t know when Within the next 6 to 12 months Within the next 3 to 6 months

 Not planning on doing it Within the next month to 3 months Within the next month

 Q12. Given what you know today, when do you anticipate doing the following? Base all

The response to the opening of managed gardens and open spaces was well
received by the public

 “ ” Fantastic news
 @CastleHowardEst
 we can't wait to visit x

“ Great to see open spaces in

 “
 heritage sites & visitor attractions

 “ “
 ” ” ”
 Fantastic to see this magical Excellent to see Castle Howard

 ”
 reopening. A 1st step towards safe Fantastic news! We'll
 place opening back up Gardens re-opening next week - a
 & socially distancing tourism. definitely be booking.
 heritage gem that needs a visit!

 “ This has made my morning! Can’t

 ”
 wait to wander around Stowe &

 “
 Waddesdon Green heart

 ” “
 Great news for everyone who enjoys a breath of
 fresh air amongst beautiful plant life! In time for
 summer #Gardens #Plants

“ ”
 Great video from @nationaltrust showing a bit more about their reopening

 ”
 from 3 June. We've really missed them and can't wait to get back out to our
 This has made my day! its a place I have missed favourite estates
 dearly since being on lockdown.

The momentum behind taking a domestic holiday continues to build
 After last week’s surge, the proportion planning on taking a UK holiday has increased for a second consecutive week. 18% now anticipate going on a UK holiday by the end of August,
 compared to 14% last week and just 6% the week before. This increased intention aligns with reports from holiday booking sites, and will be good news for the domestic tourism sector.
 However, at 18% the proportion planning a summer staycation is still significantly lower than in typical years, so the sector will be hoping for a continued increase in the coming weeks.

 Plan a UK holiday Book a UK holiday Go on a UK holiday Total planning
 to do the
 90 88 89 activity
 85 85 82 87 84 83 82 85 87
 This week 82 82 81 This week 83 81 This week
 78 20 23 19 79 81 22 19 90 89

 5.9
 Total planning

 4.0 4.6
 Total planning
 25 23 to do the 25 86
 to do the 22 26
 28 22 27 activity 26 26 23 22 18
 30 28 30
 activity
 30 22
 14
 18
 22 18 21 months
 months months
 20 22 24 23 23 26
Average time before 17 18 20 Average time before 17 20 18 25 24 26 Average time before 31
 18 29
 the activity the activity 21 24 the activity
 28 25 32
 21 24 21 21 23 22 24 22 27
 22
 20 24 24 20 19 21 23
 9 19 19 29
 11 10 8 13 11 11 16 9
 8 9 9 8 12 12 10 13
 6 16
 5 7 6 7 4 4 6 4 12 11 3 6 5 3 2 2 3 2 6 7 13
 6 0 1 2
 11-12 19-22 26-29
 20 5 A l

 20 5 A l
 -1 ay

 -1 ay
 27 2 A l
 8 l
 4- pri l

 27 2 A l
 8 l
 4- pri l
 - 2 ay
 - 2 ay
 ay

 - 2 ay
 - 2 ay
 ay
 1 ch
 6- rch

 1 ch
 6- rch
 - 1 ri

 - 1 ri
 - 2 pri
 - 2 pri

 - 2 pri
 - 2 pri
 14 Ap

 14 Ap
 11 5 M

 11 5 M
 19 2 M
 26 2 M
 M

 19 2 M
 26 2 M
 M
 - 3 ar

 - 3 ar
 a

 a
 A

 A
 May May May
 30 4 M
 M

 30 4 M
 M
 9

 9
 7

 7
 -2

 -2
 23

 23
 Planning on doing it but don’t know when Within the next 6 to 12 months Within the next 3 to 6 months

 Not planning on doing it Within the next month to 3 months Within the next month
 Q12. Given what you know today, when do you anticipate doing the following? Base all

Of those not intending to visit a city/town for a UK break, attractions and
assurances of fewer people would make it more appealing
City/Large town What would make a city/large town more appealing?

 Empty Nesters are least likely to travel to the city or town for their trip and this
Top 5 reasons why this
 demographic drive the ‘nothing can make it more appealing’
 type of destination
 Relaxing 19% Overall, Brits are still seeking key reasons for travelling, like attractions,
 appeals?
 restaurants and activities, though with a sense of safety as COVID 19 continues.
 The drop in overseas visitors may be one way of assuring domestic visitors that
 numbers will be lower and that cities are safe to visit.
 Attractions / Sightseeing 12%

 NA/ Nothing + Nothing can make it more appealing 32%
 Attractions / Sightseeing 18%
 Just to get away 12% Fewer People / Crowds 11%
 Safety Procedures / Social Distancing 9%
 Food/Restaurants/Pubs/Cafes 9%
 Ease of access / Convenient 12% Activities 8%
 No Covid / Vaccines 7%
 Top 10 ways a
 Cost / value / Offers 5%
 city or large
 Familiarity 10% town could be Don't Know 4%
 more appealing
 Shops 4%

 QJB1: You mentioned earlier that you were planning the following type of UK holidays: What is it about that sort of destination that appeals?

Consideration of overseas trips remains relatively consistent with the
 previous two weeks with some shortening of lead-times.
A few weeks after the announcement of a 14 day quarantine for return visitors to the UK, intention to take an overseas summer holiday remains a consideration for only a
small minority. On average those considering a trip overseas don’t plan on taking it until Spring 2021. Outbound tour operators should continue to focus on promoting
winter sun opportunities.

Plan an overseas holiday Book an overseas holiday Go on an overseas holiday

 87 87 87 87
 83 82 87 87
 This week Total planning 79 77 79 80 79 79 78 This week Total planning
 78 78 79 77 79 77 79 This week 81
 to do the 23 23 to do the 25 26
 21 Total planning 23 23
 activity
 24 activity 23 to do the 20
 32 29 30 23 26

 6.6 7.0 8.7
 35 27 36 31 31 31 29 30 activity

 20 32 37 34
 35
 months 20 18 25 23 29 months
 19
 23 37 39 months 45 46 45
 21 24 22 27
Average time before 28 Average time before Average time before
 20 28
 the activity 18 the activity the activity
 19 13 16 15 22 16 18 17 20 15
 14 17 12 16 15 16 12 13 15
 9 8 8 7
 6 8 7 7 7 8 8 7 7 6 55
 5 5 6 6 8 40 4 40
 5 243 2
 7 5 1
 3 6 4 3 5 2 4 4 3 4 3 2 3 3
 11-12 19-22 26-29
 May May May
 20 5 A l
 1 ch
 6- rch

 -1 ay
 27 2 A l
 8 l
 4- pri l

 - 2 ay
 - 2 ay
 ay
 - 1 ri
 - 2 pri
 - 2 pri

 20 5 A l
 1 ch
 6- arch

 -1 ay
 27 2 A l
 8 l

 11 5 M l

 - 2 ay
 - 2 ay
 ay
 - 1 p ri
 - 2 pri
 - 2 pri
 4- pri
 14 Ap
 - 3 ar

 11 5 M
 19 2 M
 26 2 M
 M
 a

 - 3 ar

 19 2 M
 26 2 M
 M
 A

 14 7 A
 30 4 M
 M

 A
 9

 30 4 M
 M
 7

 9
 -2

 -2
 23

 23
 Planning on doing it but don’t know when Within the next 6 to 12 months Within the next 3 to 6 months

 Not planning on doing it Within the next month to 3 months Within the next month
 Q12. Given what you know today, when do you anticipate doing the following? Base all

Beach and resort are the most appealing type of overseas holiday destination,
followed by ‘city breaks’. Spain is the leading single destination mentioned.
Which of the following type of oversea holiday you are planning/going to book? And where are you planning to go?

 Beach and resort 48
 40
 A City break
 4043
 Visiting friends or relatives 27
 30
 To visit a local area or attraction 1822
 Special treat (e.g. romantic stay, anniversary) 15
 12
 Activity and adventure 14
 15
 Sporting activities (watching or participating) 8
 10
Party/Function (including wedding, stag/hen do's) 7
 8
 Winter sports 67 Top 5 mentions

 Shopping trip 6
 9
 1 Spain 2 France 3 USA
 Business reasons (conference, training…) 5
 4 6-7 April
 3
 Other 8 26-29 May Greece Netherlands
 4 5

 Q26: Which of the following type of UK holiday you are planning/going to book
 Q28: And where are you planning to go in the UK?

Broadly in line with historic trends, types of trip vary according to destination

Type of overseas holiday planning/going to book by… Country Life stage
 Older
 Spain USA France Greece Pre-Nesters Families Independents Empty Nesters

 Beach and resort 62 22 32 78 37 40 45 39
 A City break 23 31 41 11 30 32 37 25
 Visiting friends or relatives 14 44 28 34 29 24 20 26

 To visit a local area or attraction 16 26 19 7 16 21 12 4
 Special treat (e.g. romantic stay, anniversary) 5 26 4 18 15 10 12 3
 Activity and adventure 10 18 12 12 16 9 8 4
 Shopping trip 3 17 21 0 11 15 6 4
 Party/Function (including wedding, stag/hen do's) 7 7 3 3 9 8 4 1
 Sporting activities (watching or participating) 7 13 0 2 4 10 5 4
 Winter sports 6 12 0 0 5 10 0 4
 Business reasons (conference, training…) 2 6 0 8 2 4 2 2
 Other 5 2 3 4 8 9 12 22

 Q27: Which of the following type of overseas holiday you are planning/going to book
 Q28b: And where are you planning to go overseas?

On social media – Quarantine measures for air travel are deemed not beneficial
and ineffective

 “ It’s rules for the sake of rules. They’ll pass thousands of
 people in the tube or the Gatwick express anyway so unless

 ”
 they land and are immediately transferred to quarantine by
 people in hazmat suits....? Whole thing is a JOKE !.

“ “
 How will the UK gov #Quarantine plans for air passengers fit with Easy Jet etc Most people take public transport when they get to

 ”“ ”
 restarting flights? Do travellers have to come for 3 weeks and only go out for airports....is there going to be a quarantine carriage on the
 the last 1 then return to their own country and quarantine for another 2? Gatwick express or is that another thing they've not thought of

 “ I requested a refund from @easyJet today because me and my

 ” ”
 family can't follow the 14-day quarantine rules so it wasn't Surely with confirmed 14 day quarantine flights need to be officially cancelled?
 worth changing our flight or going for a voucher. Virgin Atlantic has until August at least. Praying the others will follow suit.

“ “ “
 All arrivals in UK must go into quarantine after first travelling from the
Don’t implement the ludicrous 14 day @TUIUK how on earth are we meant airports and ports. If they use public transport to their quarantine

 ” ”
 quarantine rule unless you want to to prepare for a holiday on 3rd July destinations how many people are going to be infected by this ill
 see the collapse of multiple airlines when the inbound 14 days quarantine thought out policy?
 may still be in place and only being
 reviewed on 28th June?

Whilst the total number intending to book a flight drops slightly, we see the
highest proportion yet for booking in the next 3 months – countries like Spain
announcing they will forego the 14 day quarantine has influenced this rise

Book a flight
 Not planning on doing it

 Planning on doing it but don’t know when
 This week 86
 Total planning 81 83
 to do the 76 76 78 75 75
 74 74 25

 6.5
 activity 23 Within the next 6 to 12 months
 25
 24 30 23 26
 months 32 25 30

 Average time before 18 34 31 Within the next 3 to 6 months
 23 23 22 32
 the activity 17 23
 30
 22 16 14 16
 15 16 14 17
 17 Within the next month to 3 months
 7 8 7 9 10
 4 4 8 8 7 5 7
 3 4 4 4 6 4 2 3 3
 il
 ch

 ch

 ay
 ri l

 ri l

 ri l

 ay

 ay

 ay
 Within the next month
 r

 Ap

 Ap

 Ap
 Ap
 ar

 ar

 M

 M

 M

 M
 M

 M

 5

 2

 2

 9
 7

 5

 2

 8

 4-

 -1

 -2

 -2
 6-

 -1

 -2

 -2
 4

 1
 -2

 -3

 11

 19

 26
 14

 20

 27
 23

 30

 Q12. Given what you know today, when do you anticipate doing the following? Base all

As airlines such as easyJet and Ryanair are announcing their returns in June and
July, lead times for overseas holidays drops back down – lead times for UK
holidays are getting ever shorter

 9.0 Average time before booking a UK or overseas holiday
 7.7 Book an overseas
 7.2 7.0 holiday

 6.2 6.3
 5.9 6.0 6.0
 6.0
Months

 Book a UK
 5.8 5.7 5.9
 5.5 holiday
 5.3 5.4 5.3
 9th May
 14 day quarantine
 4.6
 3.0 First mentioned

 0.0
 6-7 Apr 14-15 Apr 20-22 Apr 27-28 Apr 4-5 May 11-12 May 19-22 May 26-29 May

Short-term plans for visiting both the gym and the cinema is on the rise as
the desire to return to everyday activities increases
Government’s announcement on Thursday 28 May that larger groups will be able to meet from 1 June has led to a boost in short term activity planning. This easing of
restrictions has benefited both gyms and cinemas as a return to more normal activity gets closer.

Go to the gym Go to the cinema

 82 81 81
 79 76 82 80
 Total planning
 Total planning
 This week 78 77 76
 This week to do the
 activity to do the
 22 22
 activity
 19 16 25 20 22 20

 4.4 5.0
 28 24

 months 50 50 48 months 19
 48 48 18 19 22 25 23 20 18
 45 43 11 48 13 8 45 12 48
 19 13 10 19
 Average time before 11 10 11 Average time before 26
 10 10 5 11 9
 the activity 10 10
 9 the activity
 8 25 23 23
 12 16 15 26 25 23
 10 10 14 10 13 13 21 22
 8 17 12 29
 6 11 10 8 11 11 10 11 13 10 12 10 12 11 12
 8 12 15
 6 5 5 4 4 4 5 5 2 3 2 5 5 4 4 3 3 2 4
 0 2 2
 5 l

 -1 y
 - 2 ri l

 8 l
 4 - ri l

 -2 y

 -2 y
 ay
 -3 arch

 6- h

 i

 i

 19 M a

 26 M a

 5 l
 14 Apr

 - 3 rch

 6- ch

 -1 y
 11 Ma

 - 2 ri l

 8 l
 4 - ri l
 27 A pr

 -2 y

 -2 y
 ay
 i
 c

 i
 p

 Ap

 19 M a

 26 M a
 M

 14 Apr

 11 Ma
 27 A pr
 ar

 p

 Ap
 A

 ar

 M
 30 M a

 A
 M

 M

 5

 2

 2

 9
 7

 2

 M

 5

 2

 2

 9
 -1

 -2

 7

 2
 4

 1

 -1

 -2
 4

 1
 20
 -2

 -2

 20
 23

 30

 23
 Planning on doing it but don’t know when Within the next 6 to 12 months Within the next 3 to 6 months

 Not planning on doing it Within the next month to 3 months Within the next month

 Q12. Given what you know today, when do you anticipate doing the following? Base all

Short-term plans for visiting restaurants and going out shopping jump
significantly as news of easing restrictions comes through
Both restaurants and shopping centres are important places of congregation and as we see the restrictions eased on group gatherings, those wanting to go out and visit
friends in familiar places increases. For both restaurant and retail sectors, the jump in those intending on going in the next 3 months has come from those who, one week
ago, were planning on doing it but just didn’t know when – indicating the significance of the recent government announcement in initiating this change.

Go to a restaurant Go shopping or to a shopping mall*
 95 94 97 96 95
 92 92 95 93 95 93 92 91 94 93
 89 89 89
 19 17 18 17 18 23 17 86 17 14 14 19 12
 21 15
 Total planning Total planning 14
 to do the 16 17
 This week activity This week to do the
 activity 19 13
 29 15 15 16 13 20 12
 22 18 17 18 22 20 15 15 12

 4.1 3.4
 19 10
 26
 months 28 months 29 27
 28 28 28 28 25
 30 32 30 31 26 37
 Average time before 28 34 36 37 Average time before
 the activity the activity
 27
 19 19 16 18 24 25 24 29
 31
 19 23 23 22 25
 16 18 17
 18
 8 14 14 10 14
 7 5 13 11 11 8
 6 5 5 4 4 2 4 5 5
 5 l

 l
 -1 y

 -1 y
 - 2 ri l

 8 l
 4 - ri l

 ri l

 ri l

 4- il
 -2 y

 -2 y
 ay

 -2 y

 -2 y
 ay
 -3 arch

 6- h

 6- h
 i

 1 4 p ri
 i

 19 M a

 26 M a

 a

 a
 14 Apr

 11 Ma

 a
 27 A pr

 r
 c

 c
 p

 Ap

 Ap

 Ap

 Ap

 M
 M

 M

 M

 M
 ar

 ar

 A
 A
 M

 M

 M
 5

 5
 2

 2

 9

 2

 2

 9
 7

 7
 2

 5

 2

 8
 -1

 -2

 -1

 -2

 -2
 4

 1

 1

 11

 19

 26
 20

 20

 27
 -2

 -3
 23

 30

 30
 Planning on doing it but don’t know when Within the next 6 to 12 months Within the next 3 to 6 months

 Not planning on doing it Within the next month to 3 months Within the next month

 Q12. Given what you know today, when do you anticipate doing the following? Base all

On social media – Can we learn from other countries on re-opening restaurants ?

 Other innovative ideas…

 “ ” Hope on the horizon for
 #restaurant lovers, this is
 brilliant :)

 “ ” “ These restaurants get 10/10
 for their social distancing
 genius
 Tel Aviv will convert 11 popular streets into pedestrian zones closed to

 ”
 vehicles in the coming weeks, to encourage local trade, allow more

 “
 outdoor restaurant & cafe seating, & make the city more pedestrian-

“ “
 friendly.
 A clever way to offer diners
 Glasshouse' meal. Interesting, inventive way to a lovely setting with safe

 ” ”
 Customers in a #Maryland state restaurant wear tables
 aim to create restaurant dining in a safe space.

 ”
 social distancing! #Covid19 surrounded by a balloon, as the restaurant owners considered this
 Hope it’s successful if done correctly. #COVID #Hospitality an innovative way to compel their customers to respect the social
 #dining distancing rules

 “ “
 As a means of supporting local industries mannequins have been
 I do like the idea of greenhouses as one way of restarting the used to make customers social distance….

 ” ”
 #restaurant industry but it will only work for a very limited Good thinking: Bars and restaurants that are social distancing in Vilnius,
 number of premises. #SocialDistancing Lithuania are using mannequins to display the work of local designers

When do respondents expect to book hotel accommodation again?
• Some encouragement for hotels with an increase in those expecting to book a hotel in the reasonably near future
• There is quite a gender divide with men much more confident about a hotel booking within the next 6 months
• Older Independents/Empty Nesters are the lifestage most inclined to book in this timeframe

Book hotel accommodation
 Not planning on doing it

 Total planning
 This week to do the
 93 90
 87 86 88 88 86
 activity
 83 85 84 Planning on doing it but don’t know when
 29

 5.5
 24
 23 25 27 25
 29 22
 33
 31
 months
 Within the next 6 to 12 months
 Average time before 25
 24 24 25 28
 15 21 28 29
 the activity
 33 Within the next 3 to 6 months
 22 22
 27 23 21 22
 23 23 21
 11
 11 11 14 Within the next month to 3 months
 12 11
 6 9 8 8 9
 4 6 3 3 4 3 4 3 4
 2
 23-24 30-31 6-7 April 14-15 20-22 27-28 4-5 May 11-12 May19-22 May26-29 May
 March March April April April Within the next month

Q12. Given what you know today, when do you anticipate doing the following? Base all
*https://www.bbc.co.uk/news/uk-politics-52389285

On social media – Is advanced technology the immediate future or the new way
forward for hotel stays?

 “
 # Detection technology
 And if you go on international holidays you are not

 ”
 getting back in without a 2-week stay in self-isolation!

 “
 # Non-direct human contact Wouldn't it be better to finally develop #coronavirus
 detection technology?
 Assisted by technology, hoteliers can manage

 ” “
 almost all the hotel processes without direct
 human contact. # Technology

 ”
 ‘New normal’ for hotel industry may revolve
 around advanced technology

 “
 # Non-direct human contact
 @HiltonHotels used @RedHat technology to improve their guest

 “
 experience, including 100% digital check in/check out. As hotels start

 ”
 # Digit tech, robots and apps to reopen for the summer season, digital check in could become an

 ”
 essential part of #socialdistancing
 Industry experts say ultraviolet, germ-killing lighting, germ-killing
 robots and contact-tracing apps could all be embraced by the

 “
 hospitality industry
 # Robots and loss of the ‘old’

 “ ”
 Mini bars replaced. Housekeeping robots. And no more buffets...
 # Virtual interfaces to deal with customer queries during Covid-19
 how coronavirus will change hotels
 Innovative hospitality businesses in Cornwall and the Isles of Scilly are developing
 virtual assistants to support their businesses during the Covid-19 pandemic

Transport

While bus and rail services continue to show a ‘net’ anticipated decline in
 usage relative to life pre-COVID period, the last 2 weeks has seen a
 recovery in usage intentions within the next 3 months

Take the bus Take the train

 Total planning 82 83 83 83 80 83 84
This week Total planning
 75 74 77 75 77 73 75 77 This week to do the 77 75 76
 to do the 73 activity 18 25 19 18 18 21 20
 activity
 14 14 13 67 20
 16 14 15 25 20 20

 3.6 4.3
 21 16
 16 16
 11 15 13 12 17 18 21 17
 14
 months 14 11 11 months 18
 16 15
 19 10 18
 Average time before 15 21 17 16 Average time before 26 24
 28 22 17 19 27 21 22
 the activity the activity 26 21
 12 23 15 25 26
 16 16
 9 18 17 17 15 14
 14 14 14 14 12 15 13 16 14 18
 14 6 12
 14 14 8 9 11 13 10 5 10 15 9 6 5 8 8 7 2 9 7
 7
 5 l

 5 l
 - 3 rch

 6- ch

 -1 y

 - 3 rch

 6- ch

 -1 y
 - 2 ri l

 8 l
 4 - ri l

 - 2 ri l

 8 l
 4 - ri l
 -2 y

 -2 y
 ay

 -2 y

 -2 y
 ay
 i

 i
 i

 i
 19 M a

 26 M a

 19 M a

 26 M a
 14 Apr

 14 Apr
 11 Ma

 11 Ma
 27 A pr

 27 A pr
 p

 Ap

 p

 Ap
 ar

 ar
 M

 M
 30 M a

 30 M a
 A

 A
 M

 M
 5

 5
 2

 2

 9

 2

 2

 9
 7

 7
 2

 2
 -1

 -2

 -1

 -2
 4

 1

 4

 1
 -2

 -2
 20

 20
 23

 23
 Planning on doing it but don’t know when Within the next 6 to 12 months Within the next 3 to 6 months

 Not planning on doing it Within the next month to 3 months Within the next month
 Q12. Given what you know today, when do you anticipate doing the following? Base all

Commuters are recording a gradual ‘softening’ of the initially anticipated
shift away from using the train. Cycling is the one mode that consistently
records a positive shift in usage for commuting.
Commuters - Post lockdown net change in expected usage (%)
 4 2 4 4 5 3 3
 2 3 3 2
0 0 0 - - - - 1 1 1 - 0 0 0 1 0 1

 -2 -1 -1
 -3 -4 -3 -2
 -3 -3 -4
 -6 -5 -5 -5 -3 -3
 -7 -7 -8 -10 -7 -8
 -12 -14 By
 Walking Cycling By car By bus/Coach underground/ By train By plane By ferry* Other
 tramway
 20-22 April 27-28 April 4-5 May 11-12 May 19-22 May 26-29 May

Leisure/business - Post lockdown net change in expected usage (%)
 5 6 5 6 5 6
 3 2
 0 0 0 1 0

 -2 -2 -2 -1 -3 -2 -2 -2 -1
-3 -4 -6 -4 -4 -3 -3 -2 -2
 -5 -6 -6 -6 -6
 -7 -8
 -9 -9 -9
 -12 -11 -12-12 -11 -12-13
 -14 -14 -14
 -18-17 -18 -18
 -23-25-22 -23

 Walking Cycling By car By bus/Coach By By train By plane By ferry* Other I will still avoid
 underground/ going out after
 tramway lockdown
 20-22 April 27-28 April 4-5 May 11-12 May 19-22 May 26-29 May

 Q41: Before the coronavirus, how did you tend to travel…
 Q42: After lockdown has ended, how do you expect to travel …
 * Added 27-28 April

On social media – reaction to EasyJet’s plans to cut staff

 “
 @easyJet's decision to lay off staff is a massive kick in the teeth.
 After dragging them into furloughing staff, giving near-zero HR costs

 ”
 for months, and telling Stelios/shareholders that the company is

 “
 strong & viable, they do this.

“
 @easyJet

 “
 #BAbetrayal Someone is fastly Booked my flight today with Easyjet.
 learning dirty tricks! @EasyJet. It Plenty of good deals so book your
 Good pragmatic decision? EasyJet said nothing to

 ”
 won’t do you any favours!!! Help flights and let"s get moving again. I
 Balpa at yesterday’s meeting. All employees woke
 your staff!! The world is watching!? would caution laying off staff as no
 up to bbc news this morning. They had no idea
 ones knows what may come along
 that management stabbed them in the back...
 (vaccines). Hard to replace skilled

 ”
 Lack of respect to their employees. Lack of

“ ”
 staff later. Better to offer career
 communication and lack of previous CEO! She
 breaks part time work!
 would know how to solve this. She wouldn’t hide.
 Corporates can cut salaries of employees by 20-

 “
 30% instead of removing them from jobs, how

 “
 can people survive without jobs during this
 season, the employees of few sectors do not get
 This is very sad for all the staff.
 any job in this crisis, may have to live with hungry Sad to see the media found out before staff.

 ”
 But nothing easyjet could do.
 stomachs, please don’t encourage job cuts Staff supported CEO last week and got

 ”
 This is the first of what will be shafted this week. Lack of respect shown by
 many, many, many of this story.

 ”
 management, but no surprise @easyJet
 Especially in travel and
 hospitality sectors, and retail.

On social media – Perceptions of alternative modes of transport

 “
 # Improve cycling/walking routes

“ “
 # Pop-up cycle lanes # Pop-up cycle lanes
 @BenPBradshaw spoke about the small window of

 ”
 Great to see @London_Cycling checking out So, the world really is changing. Pop-up opportunity #COVID__19 has presented us & the

 ”
 the popup Goods Way cycle lanes in King's cycle lanes are to be introduced in Oxford overwhelming support from the public to reallocate

 ”
 Cross #SafeTravel #COVID19. Street, Regent Street and Piccadilly road space for cycling & walking. It’s healthier & safer
 for everyone. Let’s make it happen, now.
 #NetZeroExeter #BuildBackBetter

“
 # Improve cycling routes

 “
 # Safer cycling and walking
 Excited to see @LewishamCouncil planning cycle lanes

 “
 on arterial roads near me to help people travel safely # Permanent change Milner Street in Ipswich will be closed to
 during COVID-19. I ride these routes every day motorised vehicles. We’re making it safer and

 ”
 In time we will see cities

 ”
 (outside lockdown) and many of them aren't fun. This easier for our residents to walk and cycle to
 permanently converting roads and from the town centre.
 could really boost cycling rates around here.

 ”
 into walking and cycling rather #CyclingAndWalkingSuffolk
 than just lanes, as a result of
 COVID-19

 “ “
 # Beneficial for all # Cycling/walking priority
 The more folk who #walk or #cycle the better for EVERYONE, especially Public transport is vital but in many areas will only

 ”
 those who don't want to or can't. That way, those who can't do without be able to operate at 10-20% capacity whilst
 cars won't be stuck in stinky gridlock & those who must rely on public maintaining #SocialDistanacing. That is why #cycling
 transport won't be rammed in with zero #SocialDistancing. #Covid19 and #walking must be prioritised!

Personal finances:
Loyalty in lockdown and beyond

Loyalty benchmarks from BVA
BDRC’s Moments of Truth programme

Overall loyalty to financial providers
 Data from BVA BDRC’s industry study, Moments of Truth Benchmarking, shows that customers of John Lewis Finance claim
 The Top 5
 the highest degree of loyalty. first direct is the strongest performing bank and Nationwide the best building society. Monzo
 Net loyalty (Very/quite loyal)
 and Starling Bank also perform very well given their relatively short tenure in the market. These brands should be in a
 strong position as and when consumers consider their financial arrangements in life after lockdown.

 1 84%
 (n=172)
 Other brands in the Top 20 (ranked according to net loyalty)

 2 81% 6 11 16

 (n=764)

 7 12 17
 3 80%
 (n=508)
 8 13 18

 4 79%
 (n=1,890) 9 14 19

 5 (n=1,617)
 78% 10 15 20

 QB4. To what extent do you feel loyal to any of these providers that you bank with?
 Filter: All: Question added in Q1 2020
 Base: All answering section (n=7,750)

Spotlight on Best in Class for Loyalty
 Loyalty for John Lewis Finance is bolstered by great CX and a credit card reward scheme
 delivering tangible benefits. This pattern may well continue as economic difficulties take
 hold and consumers need to maximize value for money from their financial products.
 However, this also depends upon spending remaining at the level required to generate
 sufficient rewards, willingness to spend those rewards at JL or that a better deal simply
 doesn’t come along.

 Very loyal Quite loyal

 “Customer service is always excellent. Their correspondence is gentle
 and friendly.” “Never really had any problems with them, good rewards.”

 “I like the brand and get rewarded for using their credit card.” “I have had no issues. I use it for backup. There is a reward
 programme but I have never used it.”
 “Overall efficiency; range of incentives; ability to resolve queries over
 the phone; pleasant, knowledgeable staff.” Not loyal
 “The credit card is still personally the best on the market as I repay
 the balance monthly so the rewards are the reason for the loyalty.” “I would swap to another provider if a better offer came up.”

 “They always deliver a quality service and I trust them.” “If I could get a better deal I would.”

 QB4a. What is the main reason that you feel [QB4] towards [provider]?
 Filter: All: Question added in Q1 2020
 Base: All answering section (n=7,750)

Irrespective of current loyalty levels, all brands should be mindful of a greater
propensity to shop around and reduced willingness to pay for premium
propositions
 Even the wealthiest consumers, with the greatest spending power and a key
 target for many financial brands, are not immune to this sentiment. Over half
 expect to put more effort in to seeking out better deals, while nearly a fifth
 will be looking rein in their spending on ‘extras’ - upping the ante for strong
 communications and product positioning.

Which, if any, of the following statements apply to you as a result of
the COVID-19 pandemic? (Covid-19 Tracker Week 8-10)
 Wealthy Well off Comfortable Managing Struggling

 I will shop around more for the best deal on financial
 products e.g. insurance, current accounts, credit cards 58 55% 52% 62% 60% 50%

 I am less willing to pay more for ‘extras’ on financial
 products e.g. current accounts where you pay a
 35 18% 30% 30% 38% 48%
 monthly fee for extra benefits, insurance where you
 pay for additional cover such as legal expenses

 Q56. Which, if any, of the following statements apply to you as a result of the COVID-19 pandemic? q30: Thinking about your overall financial situation, taking into account
 your household income, your total outgoings and any savings, investments or other assets you may have, which ONE of the following statements best describes your feelings
 about your N= 1,246

Appendix

Methodology
Survey of Consumers Social media analytics
Nationally representative online survey, conducted weekly. This week With customers increasingly communicating directly with
we surveyed 1,757 British adults. organisations and their peers through online channels, these
During the first 8 weeks of tracking, our otherwise nationally conversations cannot be ignored in the assessment of the COVID-19
representative survey filtered on people actively engaged in two of the crisis on brands.
following sectors: Our social analytics capability gets closer to the conversations
 1. Public transport / mass-transit happening in the online space, by listening to how brands are talked
 about across social media and how brands’ reactions to the situation
 2. Visitor attractions
 is viewed online.
 3. Hotels & paid-for accommodation
 Rigorous content cleaning and checks are set and regularly reviewed
From Wave 9 onwards, we have not filtered on engagement with these to ensure data quality. The analysis is focused primarily on
sectors, but provide a directly comparable sub-sample of those who conversations around the coronavirus over the past week.
would have met the equivalent criteria.
For ease of reference in our reporting we use two icons to distinguish
 Similar to the quantitative survey, social media will be analysed on a
between the two audiences:
 weekly basis. For this report we’ve examined:
 • 36,006 posts for the transport sector
 = ‘Travel Activists’ (based on the definition above and used in Waves 1 - 8) • 23,268 posts from the leisure sector
 • 20,532 posts from the hospitality sector
 = ‘All UK Adults’ (nationally-representative) • 3314 posts from financial sector

Contact

 Matt Costin Caroline Ahmed James Bland
 Managing Director Director Director

 07875 685 838 07919 383 728 07772 605 303
 Matt.costin@bva-bdrc.com Caroline.ahmed@bva-bdrc.com James.bland@bva-bdrc.com

 Tim Sander Jon Young Max Willey
 Director Director Director

 07989 165 658 07980 712 563 07875 148 051
 Tim.sander@bva-bdrc.com Jon.young@bva-bdrc.com Max.willey@bva-bdrc.com

 Thomas Folque Nathaly Kambakara Alice Wells
 Associate Director Senior Research Executive Research Executive
 0207 490 9139 020 7400 1025 0207 490 9130
 Thomas.folque@bva-bdrc.com Nathaly.kambakara@bva-bdrc.com Alice.wells@bva-bdrc.com

 Suzy Hassan 07795 662 548
 Managing Director Suzy@alligator-digital.com