眾薈：2022上半年酒店業在線點評benchmark報告（69頁）.pdf

《眾薈：2022上半年酒店業在線點評benchmark報告（69頁）.pdf》由會員分享，可在線閱讀，更多相關《眾薈：2022上半年酒店業在線點評benchmark報告（69頁）.pdf（69頁珍藏版）》請在三個皮匠報告上搜索。

1、/?benchmark2022?01?02?03?04?05?u?u?33.91%29.59%15.59%10.20%6.65%2.45%1.51%0.07%0.03%0.00%?TripAdvisorBooking?2021FH2022FHu?2022?2022-01-01?06-30?2021?2021-01-01?06-30?2022-07-01?u?3?2021?2022?務?2.5?u?15?OTA?11,572,658?13.54%31.67%54.79%5?4?3?KEY FINDINGS?2022FH VS 2021FH2022FH?43.73%2022?務?務?2021?告?

2、4.19%6.07%8.82%14.65%25.02%20.72%4.00%(0,3.1)3.1,3.2)3.2,3.3)3.3,3.4)3.4,3.5)3.5,3.6)3.6,3.7)3.7,3.8)3.8,3.9)3.9,3.4)4,4.1)4.1,4.2)4.2,4.3)4.3,4.4)4.4,4.5)4.5,4.6)4.6,4.7)4.7,4.8)4.8,4.9)4.9,5)52021FH2022FH79.23%?4.5?2021?0.08pct.?4.64KEY FINDINGS?(?)?(?)?&?48.07%?1.02pct.?2022FH?vs?2021FH?1.31%48.0

3、7%1.02pct.KEY FINDINGS?1.31%?93.00%2022FH84.38%93.43%差評好評?/?2022?84.38%?KEY FINDINGS?benchmark?82.35 70.76 79.83 125.15 46.34 43.15 42.82 63.38?3?4?5?2021FH2022FH?=?2022?4,167,197?46.34?43.73%?63.38?43.82?49.36%?46.36%?39.01%?2022?4.64?4.68?4.62?4.64?=?0.43%?0.22%?4.64 4.63 4.64 4.68 4.64 4.64 4.62

4、4.68?3?4?5?2021FH2022FH5.07%7.86%14.83%26.46%21.54%3.91%2021FH2022FH8.74%12.98%17.96%25.81%15.01%2.69%(0,3.1)3.1,3.2)3.2,3.3)3.3,3.4)3.4,3.5)3.5,3.6)3.6,3.7)3.7,3.8)3.8,3.9)3.9,3.4)4,4.1)4.1,4.2)4.2,4.3)4.3,4.4)4.4,4.5)4.5,4.6)4.6,4.7)4.7,4.8)4.8,4.9)4.9,5)56.66%8.69%12.91%22.19%21.76%4.71%?79.68%?4

5、.5?1.57?76.92%?4.5?1.38?83.20%?4.5?3.70?=?3?4?5?90.57?90.78?90.14?90.71?89.38?89.86?88.59?89.32?3?4?5?2021FH2022FH?=?(?)?(?)?2022?89.38?1.31%?88.59?89.32?89.86?1.72%?1.53%?1.01%?91.68%92.56%91.36%89.38%92.70%93.30%92.53%91.02%?3?4?5?2021FH2022FH?=?(?)?2022?92.70%?1.02?93.30%?92.53%?91.02%?1.64%?1.17

6、%?0.74%?1,877.15 1,504.03 1,784.20 3,280.93 974.78?755.14?904.02?1,831.07?3?4?5?2021FH2022FH?=?1,831?904?755?49.79%?49.33%?44.19%?3.813.522021FH2022FH?=?(?)?2022?務?1465.48?975.78?48.07%?2022?3.52?7.61%?450.38 301.63 171.56 143.83 90.54 59.66 97.36%87.92%97.75%95.32%93.22%93.04%80%82%84%86%88%90%92%9

7、4%96%98%100%0100200300400500600700800900?(?)2021FH?2022FH?2021FH?2022FH?=?123.71?98.67?110.16?255.96?87.92%88.81%88.45%86.01%80%82%84%86%88%90%0200400600全國3星4星5星?2021FH 觀點數2022FH 觀點數2021FH 滿意度2022FH 滿意度185.46?133.91?170.67?426.26?97.36%97.66%97.71%96.65%94%95%96%97%98%99%100%010020030040050060070080

8、0?3?4?5?2021FH?2022FH?2021FH?2022FH?2022?450.38?185.46?44.01%?97.36%?1.07?=?=?=?=?2022?301.63?123.71?62.43%?87.92%?0.80?60.09?63.50?53.06?62.34?95.32%96.08%95.77%91.25%84%86%88%90%92%94%96%98%100%020406080100120?3?4?5?2021FH?2022FH?2021FH?2022FH?=?=?=?=?72.28?57.89?68.23?138.79?97.75%98.47%97.95%96.

9、35%94%95%96%97%98%99%100%050100150200250300350?3?4?5?2021FH?2022FH?2021FH?2022FH?2022?171.56?72.28?63.68%?97.36%?1.07?2022?143.83?60.09?37.13%?95.32%?3.20?25.85?23.46?23.57?40.47?93.04%95.42%93.38%87.09%80%85%90%95%100%020406080100?3?4?5?2021FH?2022FH?2021FH?2022FH?2022?90.54?41.67?64.99%?93.22%?0.6

10、7?=?=?=?=?41.67?23.14?39.06?112.82?93.22%95.90%94.46%90.34%86%88%90%92%94%96%98%100%050100150200250300?3?4?5?2021FH?2022FH?2021FH?2022FH?2022?59.66?25.85?55.21%?93.04%?1.87?91.78%92.90%92.42%88.03%93.00%94.69%93.97%86.39%?3?4?5?2021FH2022FH?=?2022?93.00%?1.22?94.69%?93.97%?86.39%?1.64?1.80?1.55?85.7

11、5%86.86%85.91%83.35%84.38%86.79%83.96%79.67%?3?4?5?2021FH2022FH?=?=?86.79%?83.96%?79.67%?3.68?1.95?0.77?2022?84.38%?93.43%?73?8?1?84.38%?93.43%2022FH2022FH?2022?01?02?03?01?02?0403?務?01?02?03?Z?24h?年?ZaoBar?&?24H?check in?ZMAX?務?OTA?01?務?02?03?*?7?,?,?24?e.g?e.g?對?呢?尊?e.g?l?l?l?l?e.g?+?+?e.g?務?,?,?.

12、?J.?,2022,44(04):106-119.?benchmark?0.98?8?愿?告?404?benchmark?/?2021FH2022FH?3?85.1944.69-47.54%4?80.2336.43-54.59%5?104.147.69-54.19%?86.9542.85-50.72%?=?2021FH2022FH?3?4.68 4.72 0.85%4?4.66 4.66 0.00%5?4.63 4.63 0.00%?4.67 4.69 0.43%?=?3?4?5?2021FH2022FH?2021FH2022FH?2021FH2022FH?(0,3.1)0.17%0.86%0

13、.69%0.00%1.20%1.20%0.00%0.00%0.00%3.1,3.2)0.17%0.00%-0.17%0.00%0.30%0.30%0.00%0.00%0.00%3.2,3.3)0.00%0.34%0.34%0.00%0.00%0.00%0.00%0.00%0.00%3.3,3.4)0.00%0.34%0.34%0.30%0.30%0.00%0.00%0.00%0.00%3.4,3.5)0.34%0.52%0.17%0.00%0.00%0.00%0.00%0.00%0.00%3.5,3.6)0.00%0.52%0.52%0.30%0.30%0.00%0.00%0.69%0.69%

14、3.6,3.7)0.17%0.69%0.52%0.30%0.30%0.00%0.00%0.69%0.69%3.7,3.8)0.52%0.00%-0.52%0.60%0.30%-0.30%0.00%0.69%0.69%3.8,3.9)1.03%0.34%-0.69%0.60%0.30%-0.30%0.00%0.69%0.69%3.9,3.4)1.20%0.69%-0.52%0.00%0.60%0.60%0.00%1.39%1.39%4,4.1)1.38%1.55%0.17%1.20%3.00%1.80%0.69%0.69%0.00%4.1,4.2)1.55%1.20%-0.34%1.50%1.2

15、0%-0.30%1.39%2.78%1.39%4.2,4.3)1.89%1.72%-0.17%4.80%2.40%-2.40%2.78%0.69%-2.08%4.3,4.4)3.27%1.72%-1.55%6.31%6.01%-0.30%3.47%6.94%3.47%4.4,4.5)4.13%3.96%-0.17%7.51%5.41%-2.10%10.42%6.25%-4.17%4.5,4.6)7.92%3.10%-4.82%10.81%7.81%-3.00%13.89%9.72%-4.17%4.6,4.7)10.84%7.75%-3.10%9.91%8.71%-1.20%25.00%20.8

16、3%-4.17%4.7,4.8)20.83%15.15%-5.68%16.82%9.91%-6.91%34.03%19.44%-14.58%4.8,4.9)31.84%26.85%-4.99%20.12%17.42%-2.70%6.94%22.22%15.28%4.9,5)12.56%28.92%16.35%18.62%28.83%10.21%1.39%5.56%4.17%50.17%3.79%3.61%0.30%5.71%5.41%0.00%0.69%0.69%?2021FH2022FH?2021FH2022FH?2021FH2022FH?2021FH2022FH?3?90.94 90.93

17、-0.01%93.13%94.56%1.43%1778.66 800.61-54.99%3.503.01-14.00%4?89.19 89.07-0.13%91.02%93.12%2.10%1680.65 844.12-49.77%3.523.8910.51%5?88.65 87.92-0.82%86.21%88.78%2.57%2539.29 1457.08-42.62%4.075.1025.31%?90.08 89.94-0.16%91.38%93.19%1.81%1877.47 922.17-50.88%3.623.61-0.28%?=?=?=?=?2021FH2022FH?2021FH

18、2022FH?3?299.97 155.08-48.30%97.06%97.77%0.71%4?269.06 140.13-47.92%95.55%96.86%1.31%5?446.37 306.38-31.36%90.62%94.62%4.00%?310.17 171.38-44.75%95.39%96.75%1.36%?=?=?2021FH2022FH?2021FH2022FH?3?355.66 106.51-70.05%88.70%87.49%-1.21%4?247.40 106.53-56.94%78.01%84.63%6.62%5?431.32 224.70-47.90%75.43%

19、79.84%4.41%?331.88 122.75-63.01%83.84%84.79%0.95%?=?=?=?=?=?=?2021FH2022FH?2021FH2022FH?3?213.43 61.76-71.07%97.33%97.89%0.56%4?171.29 58.04-66.11%95.64%96.87%1.23%5?242.89 92.47-61.93%94.59%94.31%-0.28%?204.17 64.87-68.23%96.44%96.90%0.46%?2021FH2022FH?2021FH2022FH?3?106.91 72.56-32.13%94.29%96.82%

20、2.53%4?85.42 47.60-44.27%92.62%96.02%3.40%5?72.67 40.33-44.50%83.87%85.91%2.04%?95.50 60.51-36.63%92.74%95.63%2.89%?=?=?=?=?2021FH2022FH?2021FH2022FH?3?89.96?19.99?-77.77%95.12%95.31%0.19%4?97.56?43.37?-55.54%89.90%91.65%1.75%5?232.77?112.37?-51.73%82.51%84.94%2.43%?112.09 41.14-63.30%90.06%89.88%-0

21、.18%?2021FH2022FH?2021FH2022FH?3?45.46?22.86?-49.71%91.60%95.38%3.78%4?49.17?20.81?-57.68%85.89%88.17%2.28%5?77.16?35.36?-54.17%72.29%75.61%3.32%?50.96 24.01-52.89%85.88%89.32%3.44%?2021FH2022FH?2021FH2022FH?2021FH2022FH?3?92.20%93.55%1.35%92.61%93.88%1.27%85.55%83.63%-1.92%4?92.37%95.13%2.76%92.95%

22、95.58%2.63%85.74%84.59%-1.15%5?89.21%90.10%0.89%89.92%90.67%0.75%84.30%84.89%0.59%?91.78%93.50%1.72%92.31%93.90%1.59%85.29%84.17%-1.12%?=?=?=?/?=?2021FH2022FH?3?65.1743.15-33.79%4?83.3753.05-36.37%5?130.3185.87-34.10%?80.8652.59-34.96%?=?2021FH2022FH?3?4.58 4.66 1.75%4?4.68 4.73 1.07%5?4.70 4.77 1.4

23、9%?4.63 4.70 1.51%?3?4?5?2021FH2022FH?2021FH2022FH?2021FH2022FH?(0,3.1)0.48%0.72%0.24%0.87%0.87%0.00%0.00%0.00%0.00%3.1,3.2)0.00%0.48%0.48%0.00%0.00%0.00%0.00%0.00%0.00%3.2,3.3)0.00%0.24%0.24%0.00%0.00%0.00%0.00%0.00%0.00%3.3,3.4)0.00%0.72%0.72%0.00%0.00%0.00%0.00%0.00%0.00%3.4,3.5)0.24%0.00%-0.24%0

24、.00%0.00%0.00%0.00%0.00%0.00%3.5,3.6)0.96%0.48%-0.48%0.00%0.58%0.58%0.00%1.12%1.12%3.6,3.7)0.48%0.48%0.00%0.29%0.87%0.58%0.00%0.00%0.00%3.7,3.8)0.48%0.48%0.00%0.58%0.58%0.00%0.00%0.00%0.00%3.8,3.9)0.48%0.96%0.48%0.29%0.87%0.58%0.00%0.00%0.00%3.9,3.4)1.68%1.20%-0.48%0.58%0.87%0.29%0.00%0.00%0.00%4,4.

25、1)2.16%1.92%-0.24%0.87%1.73%0.87%0.00%1.12%1.12%4.1,4.2)3.13%2.88%-0.24%2.89%0.58%-2.31%2.25%2.25%0.00%4.2,4.3)3.13%1.68%-1.44%2.31%2.02%-0.29%3.37%1.12%-2.25%4.3,4.4)4.09%2.40%-1.68%2.89%1.16%-1.73%3.37%2.25%-1.12%4.4,4.5)8.89%4.33%-4.57%3.47%1.73%-1.73%2.25%0.00%-2.25%4.5,4.6)14.42%6.49%-7.93%6.94

26、%4.91%-2.02%10.11%3.37%-6.74%4.6,4.7)14.42%8.89%-5.53%13.87%7.23%-6.65%16.85%6.74%-10.11%4.7,4.8)23.80%19.47%-4.33%26.88%11.85%-15.03%25.84%17.98%-7.87%4.8,4.9)16.59%26.44%9.86%26.01%30.92%4.91%29.21%35.96%6.74%4.9,5)4.57%17.31%12.74%11.27%29.19%17.92%6.74%28.09%21.35%50.00%2.40%2.40%0.00%4.05%4.05%

27、0.00%0.00%0.00%?=?=?=?=?2021FH2022FH?2021FH2022FH?2021FH2022FH?2021FH2022FH?3?89.93 89.65-0.31%90.80%92.97%2.17%1298.58 711.02-45.25%3.332.75-17.42%4?91.30 90.87-0.47%92.33%94.38%2.05%1730.34 1051.97-39.20%3.473.31-4.61%5?92.12 92.15 0.03%90.77%93.79%3.02%3174.08 2227.11-29.83%4.064.326.40%?90.72 90

28、.41-0.34%91.43%93.66%2.23%1711.27 1041.26-39.15%3.533.31-6.23%?=?=?=?=?2021FH2022FH?2021FH2022FH?3?234.50 138.60-40.89%97.00%97.58%0.58%4?347.31 235.93-32.07%97.31%98.33%1.02%5?776.67 640.94-17.48%95.59%97.34%1.75%?337.17 231.17-31.44%96.79%97.82%1.03%?2021FH2022FH?2021FH2022FH?3?267.52 94.20-64.79%

29、87.68%86.16%-1.52%4?299.81 147.51-50.80%86.88%89.86%2.98%5?492.13 312.09-36.58%82.26%86.60%4.34%?304.18 138.63-54.43%86.44%87.86%1.42%?=?=?=?=?2021FH2022FH?2021FH2022FH?3?182.16 64.00-64.86%97.88%98.58%0.70%4?226.98 107.65-52.57%97.57%98.31%0.74%5?350.69 210.44-39.99%96.45%97.72%1.27%?218.06 97.18-5

30、5.44%97.51%98.26%0.75%?2021FH2022FH?2021FH2022FH?3?86.26 61.32-28.91%91.87%95.70%3.83%4?99.51 77.20-22.42%93.99%96.79%2.80%5?96.55 84.75-12.22%88.80%95.16%6.36%?92.75 70.28-24.22%92.46%96.12%3.66%?=?=?=?=?2021FH2022FH?2021FH2022FH?3?74.91 24.63-67.13%95.14%96.28%1.14%4?107.99 47.08-56.40%93.45%95.65

31、%2.20%5?280.83 158.34-43.62%89.19%91.05%1.86%?110.32 49.45-55.17%92.85%94.12%1.27%?2021FH2022FH?2021FH2022FH?3?54.89 24.86-54.72%93.76%95.00%1.24%4?51.13 33.79-33.91%91.00%95.38%4.38%5?77.84 51.64-33.66%84.27%90.66%6.39%?55.77 31.31-43.85%91.34%94.40%3.06%?=?=?=?2021FH2022FH?2021FH2022FH?2021FH2022F

32、H?3?91.57%93.24%1.67%91.85%93.41%1.56%88.45%90.25%1.80%4?91.83%92.97%1.14%92.05%93.15%1.10%88.86%88.12%-0.74%5?81.55%88.84%7.29%81.42%88.98%7.56%83.81%84.79%0.98%?90.06%92.40%2.34%90.26%92.56%2.30%87.80%88.48%0.68%?/?=?2021FH2022FH?3?110.6648.93-55.78%4?114.3251.83-54.66%5?354.83183.61-48.25%?265.98

33、134.79-49.32%?=?2021FH2022FH?3?4.45 4.45 0.00%4?4.46 4.42-0.90%5?4.64 4.61-0.65%?4.55 4.53-0.44%?3?4?5?2021FH2022FH?2021FH2022FH?2021FH2022FH?(0,3.1)2.13%6.38%4.26%0.00%3.08%3.08%0.00%0.00%0.00%3.1,3.2)0.00%2.13%2.13%0.00%0.00%0.00%0.00%0.00%0.00%3.2,3.3)0.00%0.00%0.00%0.00%0.00%0.00%0.00%0.00%0.00%

34、3.3,3.4)0.00%0.00%0.00%1.54%0.00%-1.54%0.00%0.00%0.00%3.4,3.5)2.13%2.13%0.00%0.00%0.00%0.00%0.00%0.00%0.00%3.5,3.6)2.13%0.00%-2.13%0.00%0.00%0.00%0.00%0.00%0.00%3.6,3.7)2.13%0.00%-2.13%1.54%1.54%0.00%0.00%0.00%0.00%3.7,3.8)0.00%0.00%0.00%3.08%3.08%0.00%0.00%1.69%1.69%3.8,3.9)2.13%0.00%-2.13%3.08%3.0

35、8%0.00%0.00%0.85%0.85%3.9,3.4)4.26%0.00%-4.26%1.54%0.00%-1.54%0.00%0.00%0.00%4,4.1)8.51%4.26%-4.26%4.62%3.08%-1.54%0.85%1.69%0.85%4.1,4.2)0.00%2.13%2.13%0.00%6.15%6.15%0.85%3.39%2.54%4.2,4.3)2.13%8.51%6.38%6.15%9.23%3.08%1.69%5.08%3.39%4.3,4.4)4.26%4.26%0.00%3.08%6.15%3.08%3.39%5.93%2.54%4.4,4.5)4.2

36、6%6.38%2.13%20.00%16.92%-3.08%7.63%7.63%0.00%4.5,4.6)17.02%6.38%-10.64%16.92%10.77%-6.15%16.10%7.63%-8.47%4.6,4.7)10.64%10.64%0.00%15.38%10.77%-4.62%33.05%18.64%-14.41%4.7,4.8)23.40%19.15%-4.26%15.38%10.77%-4.62%21.19%23.73%2.54%4.8,4.9)14.89%17.02%2.13%7.69%10.77%3.08%14.41%20.34%5.93%4.9,5)0.00%8.

37、51%8.51%0.00%3.08%3.08%0.85%3.39%2.54%50.00%2.13%2.13%0.00%1.54%1.54%0.00%0.00%0.00%?=?=?=?=?2021FH2022FH?2021FH2022FH?2021FH2022FH?2021FH2022FH?3?86.38 86.08-0.35%90.85%92.95%2.10%2537.54 934.38-63.18%3.823.18-16.75%4?87.32 86.59-0.84%89.08%87.79%-1.29%2697.94 1288.71-52.23%3.934.145.34%5?91.27 91.

38、02-0.27%88.68%89.30%0.62%10264.56 5412.66-47.27%4.824.911.87%?89.16 88.76-0.45%89.10%89.53%0.43%7462.58 3844.98-48.48%4.684.751.50%?=?=?=?=?2021FH2022FH?2021FH2022FH?3?407.23 144.71-64.46%32.20 96.65%-0.54%4?369.18 185.26-49.82%39.97 93.62%0.73%5?2372.53 1477.13-37.74%144.64 94.46%0.99%?1404.77 843.

39、07-39.98%93.34 94.53%0.87%?2021FH2022FH?2021FH2022FH?3?380.40 126.76-66.68%84.67%82.75%-1.92%4?420.51 169.16-59.77%79.66%80.62%0.96%5?1580.91 744.49-52.91%79.76%81.08%1.32%?1007.65 459.64-54.38%80.12%81.13%1.01%?=?=?=?=?2021FH2022FH?2021FH2022FH?3?307.74 104.78-65.95%96.31%97.68%1.37%4?332.94 119.38

40、-64.15%95.77%95.52%-0.25%5?866.23 432.04-50.12%93.01%94.81%1.80%?601.39 278.25-53.73%93.79%95.11%1.32%?2021FH2022FH?2021FH2022FH?3?80.76 17.45-78.39%88.75%86.43%-2.32%4?105.25 29.15-72.31%84.23%83.23%-1.00%5?749.08 303.01-59.55%88.35%88.41%0.06%?433.63 174.16-59.84%88.08%88.12%0.04%?=?=?=?=?2021FH20

41、22FH?2021FH2022FH?3?119.98 75.09-37.42%86.29%89.95%3.66%4?113.75 66.66-41.40%81.17%83.23%2.06%5?285.83 182.95-35.99%78.02%83.29%5.27%?203.31 128.37-36.86%79.51%84.09%4.58%?2021FH2022FH?2021FH2022FH?3?86.53 32.20-62.78%91.20%91.18%-0.02%4?98.86 39.97-59.57%91.44%89.08%-2.36%5?316.93 144.64-54.36%83.3

42、5%85.40%2.05%?208.22 93.34-55.17%85.10%86.23%1.13%?=?=?=?2021FH2022FH?2021FH2022FH?2021FH2022FH?3?93.27%96.10%2.83%93.90%97.28%3.38%85.62%78.54%-7.08%4?88.20%89.70%1.50%88.25%90.27%2.02%86.79%84.86%-1.93%5?79.12%74.97%-4.15%79.51%75.18%-4.33%75.77%72.57%-3.20%?81.17%77.97%-3.20%81.53%78.23%-3.30%78.07%74.81%-3.26%?4?4廳?98%?98%19?19?JOINTWISDOM?2012?85%?35,000?230,000?9?99%99%?/?/?JOINTWISDOM?用戶體驗策略及全面質檢分析TQMOTA點評CEM問卷AI智能電話管家OTA質檢明查暗訪酒店自檢工具多觸點實施獲取客戶反饋，沉淀數據池質檢數據線上化，任務完成更高效分析結果更客觀客戶體驗提升依據服務質量落地抓手多源數據融合釋放更大價值眾薈全產品線?OTA?AI?CEMCEM?TQMTQM?OTA?+?404?1350?CEM?TQM?以數據洞察客戶需求，做好服務設計到落地的全流程管理