Tracking Consumer Sentiment on the Impact of COVID-19 - Travel & Mobility, Leisure & Hospitality, Personal Finances
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Tracking Consumer Sentiment on the Impact of COVID-19 Travel & Mobility, Leisure & Hospitality, Personal Finances Weekly Update – 21st August 2020
Introduction
As with every other major crisis, when the historians come to write about the COVID-19 period, So here we are then. Twenty-one eventful weeks after we started, this is the final edition of
some public figures will be deemed to have had ‘a good war’ (with medals to show for it), while our weekly tracking reports in their current format.
others may have irreparably tarnished reputations and be cast into the wilderness.
This is certainly not ‘goodbye’ – we’re just taking a short period of time out to listen to
Does the same hold true for brands? Every sector, of course, has faced a slightly different set of feedback (yes, we do try to practice what we preach!), and plan an updated format for
circumstances and has had to respond in appropriate ways to the crisis. In the travel sector in tracking the behaviour and attitudes of consumers and businesses, as we enter the next
particular, many boards have been faced with unenviable decisions – particularly in respect of chapter for a recovering UK economy.
human capital – and are now being tried in the court of public opinion.
For now, thank you so much for engaging with our analysis during this period. Even though
What is clear from our social media analytics (reported in this document) is just how divergent the headlines have often been sobering, we hope you’ve enjoyed reading the reports as
consumer reaction has been to the behaviour of brands – even within individual sectors. much as we’ve enjoyed putting them together!
This is true not only for big policy calls, but also for marketing communications. Our research With our very best wishes,
this week shows that while adverts that highlight the crisis have some resonance with the most
COVID concerned segments, they also risk alienating much of the population – especially those
who are most likely to be re-engaging with the economy. There is a desire for normality and a
wariness of brands who look as though they may be ‘virtue signaling’. Matt Costin Suzy Hassan
Managing Director, BVA BDRC Managing Director, Alligator Digital
Executive Summary
National mood and sentiment picks up Outdoor scenic destinations lead our recovery index - but have flat-lined since July
A combination of the good mid-summer weather, avoidance / impossibility of international
After the most negative outlook recorded since April in last week's report, there is a slight holidays, as well as an innate desire for space and clean air post-lockdown, contributed to
improvement in overall mood and sentiment this time. Confidence in the UK government’s outdoor scenic areas racing ahead in terms of the extent of recovery in visitors / customers.
handling of the crisis recovers somewhat – but 85% of the population considers a 2nd wave In August, however, recovery in participation levels has flat-lined, with no further increase in
and lockdown to be a likely scenario. the incidence of visitors among our ‘Travel Activist’ sample.
Consumers are feeling better about their finances than at the start of the crisis Restaurants, pubs and shopping malls continue to see growth in re-engagement
Notwithstanding the growing incidence of redundancies, pay cuts and reduced-time contracts,
For pubs, shopping malls and restaurants in particular, we continue to see week-on-week
consumers are typically feeling somewhat better about their personal finances than at the very
start of the crisis. 37% now describe themselves as ‘alright’ and a further 9% as ‘better off than increases in the incidence of participation – the latter helped, it seems, by the Eat Out to Help
Out scheme. Meanwhile, the reduction in VAT would also appear to have had an impact on
before (the crisis)’ – on a combined basis, this is up 10 points since early April. For historical
context, when BDRC asked the same questions during the aftermath of the 2008 financial crisis, uptake of paid-for accommodation, though not to the same extent as EOTHO: a case for ”Stay
Away to Save the Day” perhaps?
only 27% described themselves as ‘alright’ or ’better off’.
Advertising: consumers show preference for ‘normality’ and an absence of virtue signalling
Bleak outlook for outbound travel, as lead-times lengthen again in face of quarantine
When it comes to marcoms strategy, this week’s report underlines the importance of pitching
Despite being in peak summer holiday season, we estimate that the incidence of those taking
the right message to each audience. At an aggregate national-level, there is a sense that ads
overseas holidays among our ‘Travel Activist’ sample is just 7% of that recorded in Q1. With
should focus more on a return to normality than on COVID-related safety and wellbeing
anticipated lead times to next flight and international holiday lengthening for the second
messages – though these COVID-related themes continue to resonate for those in the ‘COVID
consecutive week and no sign of an end to the uncertainty around quarantine rules, the
Concerned’ attitudinal segment. In general, consumers are also cynical about brands
outlook for international travel continues to be bleak. Among those who are planning to go on
publicising their good deeds during the crisis, with ‘Life Goes On’ and ‘Pragmatic Policy
an overseas holiday, the hierarchy of holiday type preferences remains largely unchanged, with
Supporters’ (also the segments most likely to be re-engaging with the economy) particularly
Spain top of the destination charts and beaches still top of the menu.
likely to be turned off by virtue signalling from brands.
Contents
Page No.
The mood of the nation 5
Communicating to our COVID attitudinal segments 11
Tracking recovery across key segments 18
Leisure 24
Transport 59
Personal & business finances 71
Appendix 78
The mood of the nation
We are somewhat less pessimistic than last week, but the plurality of UK
adults fear that the worst is still to come and only 14% believe the worst has
passed.
Anxious Appreciator Hermits + COVID Impacted
W18 58% 32% 10%
W19 60% 33% 7%
The worst is still to come Things are going to stay the same W20 72% 24% 4%
86 The worst has passed W21 67% 30% 3%
81
76 COVID Cautious
W18 48% 38% 13%
W19 51% 42% 7%
61 W20 61% 32% 7%
51 W21 55% 37% 8%
45 45 46 Pragmatic Policy Supporters
44 43 43 42 43 44
39 41 39 W18 33% 37% 30%
38 38 37 38
33 33 31 33 W19 29% 51% 20%
29 30 32 38 40 37 38 40 40
39
36 36 37 W20 44% 43% 13%
35
29 31 30
W21 42% 43% 15%
18
14 14 25 25 27 27 Life Goes On
24 23
21 20 30% 41% 30%
6 18 19 18 W18
5 16
12 14 W19 30% 46% 24%
- 10
W20 34% 46% 19%
W21 36% 44% 20%
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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? (%)
Fears of a 2nd wave / lockdown recede slightly this week, but 85% still
consider it likely.
Perceived likelihood of a second wave of coronavirus that will lead to a new lockdown NET Unlikely NET Likely
All UK Adults: Week-on-week 14-17 July 4 96
21-23 July 5 95
14 – 17 July 21– 23 July 28– 30 July 4– 6 11-13
COVID Concerned 28-30 July 3 97
2020 2020 2020 Aug 2020 Aug 2020 4-6 August 2 98
11-13 August 4 96
30 14-17 July 5 95
33 32 35 21-23 July
40 8 92
COVID Cautious 28-30 July 5 95
4-6 August 5 95
11-13 August 5 95
85%
NET 14-17 July 10 90
Likely 21-23 July 16 84
51 Pragmatic Policy 28-30 July
51 53 50 14 86
Supporters
48 4-6 August 11 89
11-13 August 9 91
14-17 July 32 68
21-23 July 33 67
13 16 13 11 13 15% Life Goes On 28-30 july 31 69
NET 4-6 August
2 3 2 1 2 27 73
Unlikely 11-13 August 29 71
Very likely Fairly likely Not very likely Very unlikely There has even been a increase in the “Life Goes On” segment – nearly three
quarters of this most optimistic of groups now think it is likely to happen
Q69: How likely or unlikely do you think it is that the UK will experience a second wave of coronavirus that will lead to a new lockdown?
At the start of tracking in April, all but a ‘pessimistic’ 14% expected normality by
year end. Now, all but an ‘optimistic’ 18% fear that normality will come in 2021
or later.
100 Never
100 98 100 99 98 98 98 98 96
96 96 96 97 96 96 96 95 95
92
86
81
73 It is now more or less the inverse of how it started. In
69 69 2021 or Later early April, 86% expected normality by year-end. In early
66 August, 85% think it’ll be 2021, later or never!
59
53 55 54 52
51
48 46 49
44 During 2020 41
39
35 35 35
30 33 32 Dec 2020
29 29 26 28
23 24 22 18
20 19 19 17 15
16 14 16 15 11
By September 2020 9 9 6 4 Sept 2020
9 8 6 5 4 3 3 3
0 2 1 1 Aug 2020
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Q Given what you know today when do you think life will return to something close to normal?
Confidence in the UK government’s handling of the crisis recovers slightly this
week. A narrow majority of adults, however, are ‘not confident’.
Since last month, opinions on the government’s handling of the crisis have become even more entrenched along voting lines, with Conservative voters becoming
more positive, and Labour and Liberal Dem voters becoming even less confident.
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? (%)
% of each party’s voters at last
67 66
63 64 63 general election that are confident
61 in the UK Government’s handling of
56 55
52 53 52 the crisis
51 51 50 51 50 49 49 51 51 51
42 1 Month change in brackets
38 49 50 (comparing to 14th – 17th July)
37 35 36 47 48 49
33 46 48 47 47 48 47 48 47
31 44
72% (+6)
2 2 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 2 2 1 2 30% (-4)
23-24 30-31 6-7 14-15 20-22 27-28 4-5 11-12 19-22 26-29 2-4 9-11 16-18 23-25 30 7-9 14-17 21-23 28-30 4-6 11-13 29% (-2)
March March April April April April May May May May June June June June June-2 July July July July Aug Aug
July
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? (%)
Since late-April, our average national mood has hovered between 6.6 and 6.7
on a 10 point scale – in line with other indicators, it picks up slightly this week.
11 Aug– 13 Aug 2020
11 Aug– 13 Aug 2020 Average mood week-on-week
17
Average mood (UK Adults)
6.7 59% 6 6.1 6.1
6.5 6.7 6.6 6.7 6.7 6.7 6.7 6.6 6.6 6.6 6.7 6.6 6.7 6.7 6.6 6.7 6.6 6.7
42 7-10 ratings
27
41%
0-6 ratings
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9-10 ratings 7-8 ratings
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Q5: How would you rate, between 0 and 10, your mood today? (%)Communicating to our COVID attitudinal segments
Introducing our COVID-19 Consumer Segments
COVID Concerned
Anxious Appreciator Hermits COVID Impacted COVID Cautious Pragmatic Policy Supporters Life Goes On
Anxious about the virus, the This segment is suffering financially While they are less concerned about Concerned about the impact of Aching for lockdown to be lifted,
government's handling of the and is also concerned about the the impact of the pandemic on COVID-19, but trusting and this segment is not worried
situation and society's behaviour, ongoing health implications of the themselves, this segment fears that supportive of the government's about the risks associated with
but have valued the time at virus and the potential impact of the we may not yet be past the worst and policies and most believe the worst COVID-19 and are supportive of
home. As such, they are likely to easing of lockdown. They give the would prefer a longer lockdown. They is behind us. lockdown lifting in order to
take longer to resume 'normal' lowest mood ratings of all the are likely to be cautious in their own protect the economy and get
behaviour. segments. post-lockdown behaviour. back to living their lives.
COVID Pragmatic Policy
Concerned COVID Cautious Life Goes On
Supporters
30 June - 2 July 15 32 20 33
21-23 July 9 32 20 39
28-30 July 12 31 21 37
4-6 August 14 33 21 32
11-13 August 10 31 20 38
More information about what a segmentation is, go to the AppendixMedia preferences correlate with attitudes to COVID-19.
Print consumers are more likely to fall into the Life Goes On segment, whilst heavier TV consumers are more likely to be Pragmatic Policy supporters.
Consumed over 6 hours per week
Life Goes On Pragmatic Policy Supporters
TV 43% 86 TV « 65% 131
TV 49% Social media 36% 107 Social media 27% 80
SVoD 34% 116 SVoD 23% 79
Social media 34% Other websites 109 Other websites 80
30% 22%
Radio 28% 118 Radio 21% 86
SVoD 29% BVoD 27% 117 BVoD 16% 68
Newspapers «23% 172 Newspapers 5% 35
Other websites 28% Magazines «15% 233 Magazines 2% 23
COVID Cautious COVID Concerned
Radio 25%
TV 48% 97 TV 48% 97
Social media 35% 103 Social media 36% 105
BVoD 23%
Other websites 27% 98 SVoD 34% 117
SVoD 26% 89 BVoD 31% « 135
Newspapers 13% Radio 22% 89 Other websites 31% « 110
BVoD 20% 89 Radio 29% « 118
Magazines 6% Newspapers 71 Newspapers 75
All adults 9% 10%
Magazines 2% 32 Magazines 1% 17
Q78 - In a typical week, approximately how many hours do you spend…? « = top segment Base: 552Ads that highlight the crisis risk alienating Life Goes On segment.
The sense that ads should focus more on a return to normality prevails amongst all but the cautious Covid Concerned segment.
ALL ADULTS
7% 23% 27% 32% 11%
“Advertising currently Life Goes On “Advertising currently
should primarily 4% 18% 29% 38% 11% should primarily focus
highlight the Covid 19 on things returning
Pragmatic Policy Supporters back to normal and
crisis where appropriate
and focus on safety and 7% 25% 20% 38% 10% not make any
wellbeing messages” reference to Covid 19”
COVID Cautious
9% 26% 29% 26% 9%
COVID Concerned
13% « 24% 33% 16% 14% «
Strong (4-5) Slight (1-3) Neutral Slight (1-3) Strong (4-5)
q79- On the scale below please indicate to what extent your opinion lies closer to the statements on the left or those on the right. The more firmly you agree with one statement
the further towards that statement you should score. If you agree with both equally, score in the middle. « = top segment Base: 1,001 (379, 203, 310, 109)Under 35s have the strongest desire for normality in advertising.
Primarily it’s the over 65s that feel advertising should focus on safety and wellbeing messages.
ALL ADULTS
30% 27% 43%
65+
42% 28% 30% “Advertising currently
“Advertising currently
55-64 should primarily focus
should primarily
highlight the Covid 19 32% 28% 41% on things returning
crisis where appropriate 45-54 back to normal and
and focus on safety and 25% 30% 45% not make any
wellbeing messages” 35-44 reference to Covid 19”
24% 30% 46%
25-34
25% 25% 50%
16-24
27% 23% 50%
NET agree Neutral NET agree
q79- On the scale below please indicate to what extent your opinion lies closer to the statements on the left or those on the right. The more firmly you agree with one statement
the further towards that statement you should score. If you agree with both equally, score in the middle. « = top segment Base: 1,001 (216, 116, 158, 156, 198, 157)People tend to be cynical about brands ‘virtue signalling’.
Publicising good deeds could prove effective for cautious segments, but is likely to be a turn-off for Life Goes On segment.
ALL ADULTS
5% 22% 31% 32% 8%
“Adverts that Life Goes On “Adverts that
publicise a brand 3% 18% 33% 38% 7% publicise a brand
doing good deeds doing good deeds
Pragmatic Policy Supporters
during the crisis are during the crisis are
more effective than 7% 23% 28% 33% 8% cynical, opportunistic
regular ads” and less effective”
COVID Cautious
7% 25% 32% 28% 8%
COVID Concerned
6% 28% 31% 21% 14% «
Strong (4-5) Slight (1-3) Neutral Slight (1-3) Strong (4-5)
q79- On the scale below please indicate to what extent your opinion lies closer to the statements on the left or those on the right. The more firmly you agree with one statement
the further towards that statement you should score. If you agree with both equally, score in the middle. « = top segment Base: 1,001 (379, 203, 310, 109)Under 45s are most likely to be cynical about ads publicising good deeds.
Again it’s 65+ age groups who are more likely to find good deed messaging effective.
ALL ADULTS
28% 31% 41%
65+
“Adverts that 39% 34% 27% “Adverts that
publicise a brand 55-64 publicise a brand
doing good deeds 30% 34% 36% doing good deeds
during the crisis are 45-54 during the crisis are
more effective than 21% 36% 43% cynical, opportunistic
regular ads” 35-44 and less effective”
22% 33% 45%
25-34
24% 23% 53%
16-24
27% 28% 45%
NET agree Neutral NET agree
q79- On the scale below please indicate to what extent your opinion lies closer to the statements on the left or those on the right. The more firmly you agree with one statement
the further towards that statement you should score. If you agree with both equally, score in the middle. « = top segment Base: 1,001 (216, 116, 158, 156, 198, 157)Tracking recovery across key segments
Outdoor parks / scenic areas galloped into an early lead in the recovery stakes –
but have flat-lined in August. Restaurants, pubs and retail continue to record
momentum in participation recovery.
The cumulative percentage of
50% participation in restaurant dining
and pub visits increased noticeably
in the first week of August UK Holiday and paid-for Although flatter in the last week,
accommodation seem to be buses and trains have seen
Cumulative Participation since re-opening (%)
Outdoor Park / Scenic Area (43%)
tracking each other. Overseas significant increases throughout
40% holiday participation is sluggish tracking. Air travel ticked up slowly
in late July, but may have been
Restaurant (36%) stymied by the imposition (or the
threat) of quarantine requirements
Pub (32%)
30% Shopping (31%)
Bus (28%) Indoor-based attractions just do not
seem to be able to gain any real
traction. Outdoor parks/scenic
areas seem to have plateaued.
20%
Paid-for accommodation (16%)
Train (17%)
UK Holiday (14%)
Plane (11%)
10%
Zoo (4%)
Museum/Gallery (4%)
Overseas holiday (2%) Theme Park (4%)
Aquarium (2%)
0%
7-9 July 14-17 21-23 28-30 4-6 11-13 7-9 July 14-17 21-23 28-30 4-6 11-13 7-9 July 14-17 21-23 28-30 4-6 11-13 7-9 July 14-17 21-23 28-30 4-6 11-13
July July July August August July July July August August July July July August August July July July August August
Week
Data filtered on Travel Activists – see appendix for detailsOnly zoos, theme parks, UK holidays and outdoor parks have reached 50% of their
Q1 participation levels. Despite continued improvement and support through
EOTHO, restaurants and pubs remain in the low to mid 40s.
11-13 August
4-6 August
14-17 July
21-23 July
28-30 July
7-9 July
Despite Eat Out To Help Out,
100%
restaurants and pubs remain in the
low to mid forties. Shopping seems
to have stalled.
Restaurant 42% (36%/85%)
Shopping 41% (32%/76%)
Pub 45% (32%/70%) Growth in train usage has ground to
Bus 43% (28%/65%) a halt, while buses surge on.
Q1 Participation %
Train 29% (17%/59%)
Outdoor Park / Scenic Area 88% (43%/49%)
50%
Paid-for accommodation 36% (16%/45%)
The reduction in VAT would seem to have had an impact on
Museum/Gallery 12% (4%/33%) uptake of paid-for accommodation, albeit not to the same extent
Overseas holiday 7% (2%/28%)
Plane 38% (11%/29%) as EOTHO. Perhaps “Stay Away to Save the Day” is called-for on
top of the VAT reduction, an altogether less sexy proposition.
UK Holiday 56% (14%/25%)
The challenge for museums and galleries is different. With a large
Zoo 56% (4%/9%) proportion of these free to enter, it could be either fears for safety
or reluctance to use public transport for access that is suppressing
Theme Park 50% (4%/8%)
Aquarium 33% (2%/6%) recovery
0%
0% 20% 40% 60% 80% 100%
Recovery Index (100% = Q1 level)
Data filtered on Travel Activists – see appendix for details‘Life Goes On’ and ‘Pragmatic Policy Supporters’ remain ahead of the curve in terms of re-
engagement with key leisure segments – though progress is evident across all segments.
While ‘COVID Concerned’ visits to pubs/ restaurants is still some way behind the other segments, they are now almost as likely now to go on shopping trips.
Segment (size) COVID Concerned COVID Pragmatic Policy Life Goes On
(14%) Cautious (33%) Supporters (21%) (32%)
Went to a restaurant 46% 42% 43% 33%
Jan-Mar
Went to a pub 36% 33% 33% 27%
2020
Went to a shopping mall/ shopping
43% 35% 37% 25%
trip
7-9 Jul 4
14-17 Jul 1 1 2
2 4 7 9
Went to a restaurant 21-23 Jul 4 6 11 11
28-30 Jul 6 9 14 14
4-6 Aug 9 18 19 21
11-13 Aug 14 24 24 27
7-9 Jul 1 2 3
Since June 14-17 Jul 3 2 10
4 6 7 15
2020 Went to a pub 21-23 Jul
8 8 9
28-30 Jul 10 12 16
10 17 19
4-6 Aug 11 14 23
11-13 Aug 18 21
7-9 Jul
14-17 Jul 7 6 8 7
Went to a shopping 11 12 15 15
21-23 Jul 11 14 15 18
mall/shopping trip 28-30 Jul 12 16 21 19
4-6 Aug 15 18 26 21
11-13 Aug 17 19 26 21
q1a- And when exactly was the last time you did the following activity/activitiesThe incidence of consumers taking UK holidays since June continues to grow, but
still falls below that seen during the off-peak Q1 season. Unsurprisingly, we see
limited movement in overseas holidays.
Segment (size) COVID Concerned COVID Pragmatic Policy Life Goes On
(14%) Cautious (33%) Supporters (21%) (32%)
Went on UK holiday 6% 7% 8% 8%
Jan-Mar Went on overseas holiday 5% 8% 8% 7%
2020
Stayed in paid for accommodation 14% 14% 13% 11%
7-9 Jul 0 1
14-17 Jul 0 1 1 2
1 2 2
Went on UK holiday 21-23 Jul 3 4 3
28-30 Jul 2 3 4 4
4-6 Aug 3 4 6 6
11-13 Aug 3 6 6 7
7-9 Jul 0 0 0 0
14-17 Jul 0 0 0 1
Since June Went on an overseas 21-23 Jul 0 0 1
0 0
2020 holiday 28-30 Jul 1 0 1
4-6 Aug 0 1 1 1
11-13 Aug 0 1 1 2
7-9 Jul 0 0 1
14-17 Jul 0 1 1 2
Stayed in paid for 21-23 Jul 1 1 2 3
2 3 3
accommodation 28-30 Jul 1 3
4-6 Aug 1 3 4 4
11-13 Aug 2 4 6 6
q1a- And when exactly was the last time you did the following activity/activitiesWe see a jump in use of public transport by the COVID Cautious this week, but
limited movement for other segments – perhaps with fewer people going into work
over the school summer holidays.
Segment (size) COVID Concerned COVID Pragmatic Policy Life Goes On
(14%) Cautious (33%) Supporters (21%) (32%)
Travelled by bus 30% 27% 24% 22%
Jan-Mar
Travelled by train 25% 24% 18% 20%
2020
Travelled by plane 8% 10% 9% 9%
7-9 Jul 5 5 5 5
14-17 Jul 11 10 9 11
Travelled by bus 21-23 Jul 13 11 10 13
28-30 Jul 13 11 13 13
4-6 Aug 14 11 17 15
11-13 Aug 14 15 18 17
7-9 Jul 2 2 3
1 3
Since June 14-17 Jul 4 4 6
Travelled by train 21-23 Jul 4 6 6 7
2020 28-30 Jul 5 6 6 7
4-6 Aug 7 7 7 8
11-13 Aug 7 10 8 9
7-9 Jul 0 1 0
0 1 0
14-17 Jul 0 1
21-23 Jul 0 1 0 2
Travelled by plane 28-30 Jul 0 1 1 2
4-6 Aug 0 2 2 2
11-13 Aug 1 2 2 2
q1a- And when exactly was the last time you did the following activity/activitiesLeisure
Market Recovery Tracking: Go on a day out to a visitor attraction
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
The proportion who have already visited an attraction since being able to do so increased in the second week of August. Intentions to go before the end of the year remain steady, while
intentions in term of visiting an attraction by the end of April 2021 or later increase.
Visited a visitor attraction since permitted When the activity will next be done
This week
20 24 21 22 21 21 22 23 27 26 23 21 26 25
1% 13% 15%
NET Activity since
6.2
Average time since 66
70 69 68 70 71
67 67 69 68
63
permitted 61 60 59 60
56% the activity last 56 56 55 56 58 55 57
52 54
done 51 49 48 48 49
43 43 45
41 42 42 41 41
37 37 37 37 36 36
2.6
35 34
11% 29 32 29 29
8% 27 26 27 28 26
0% 0% 1% 5% 25 22
Jan-Mar Apr May Jun Jul Week 1 Week 2
Average time before
August 2020 doing activity
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-2
2
2
9
3
11
8
5
7-
-3
-1
-2
-2
-2
-1
-1
-2
ne
2-
3
9-
28
11
19
26
21
16
23
-1
14
4-
Ju
NET participation since pandemic /
11
Activity is not permitted
30
% activity permitted
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
Activity is permitted
By end of September 2020 By end of August 2020
Q12. Given what you know today, when do you anticipate doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?The lead time for most types of attractions continues to increase this week, with
historic houses seeing the largest increase. Indoor play centres, however, see lead
times drop as families are excited to see them begin to re-open.
Average time before undertaking leisure activities
7 Visit a theme park 7 Visit a historical house
6.6 6.6
Visit an indoor play centre
6.4 6.2 6.2 Visit a museum/gallery
6.26.3 Visit an aquarium
6.0 6.3 5.7 5.7 6.2
Visit a zoo
5.7 5.8 6.0 5.8 5.8 5.4 5.3
Go to a country park or
5.7 scenic area
5.0 5.5 5.5 5.5
5.4 5.4 4.8 5.1 4.8 4.9 5.0
4.6 4.9 4.9 4.6 4.5
4.9 4.4 4.7 4.8 4.5 4.7 4.4 4.7 5.0
4.8 4.2 4.5 4.2
4.4 4.6 4.0
Months
4 4.3 4.4 3.8 4.1 4.0 4 4.3 4.3
4 3.9 3.6 3.9
3.8 4.1
3.8 3.5
3.8 3.8 3.2
3.5
3.2 3.5 3.5
3.2 3.3
3.2 3.1
11th May 10th June 4th July
Easing of lockdown Outdoor England’s museums
announcement: attractions such as and galleries allowed 2.3
people allowed to zoos, safari parks to re-open, with 1.9
spend unlimited allowed to reopen Scotland following on 1.8
1.6 1.7 1.5 1.5
time outdoors on 15th June 15th July 1.4
1 1 1.3
1.1 1.2
ri l
ay
16 une
14 ul y
9- ne
ay
ly
ly
ly
ly
14 J ul y
y
ne
ne e
9- ne
11 May
4- ri l
2- ay
6 A uly
e
ly
21 July
28 uly
st
23 une
Ju une
t
n
ul
Ap
Ju
M
Ju
16 Jun
Ju
Ju
M
-1 us
u
Ap
Ju
9J
M
gu
Ju
Ju
u
J
6J
J
4J
J
11 ug
0
4J
-2
2
7
3
9
5
11
J
30 25 J
0
8
Au
-2
7
3
5
7-
-3
2
8
5
11
-1
-1
-2
8
7-
4-
4-
-3
-2
8
2-
-1
-2
-1
-1
-2
-2
ne
-1
28
11
21
27
3
-
23
27
Ju
4-
30Market Recovery Tracking: Visit a zoo
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
The intention to visit a zoo by the end of September continues to drop, falling from 11% to 9%. Intention to go by the end of April or later also continues to drop, falling from 27% to 19%,
the lowest level recorded.
Visited a zoo since permitted When the activity will next be done
This week
21 24 24 26 21 27 30 23 25 22 28 31
4%
8.2 37 37 37
1% 4% 34 35
33 33
29 30
NET Activity since Average time since 28 28 27
permitted 26 26 25 26
the activity last 24 23
22 21
done 19 20 19 19 20 19 19
18
15 15 16 15 15 16 16 16
13 13 13
3.9
11 10 10 11
9% 8 9 9
4% 1% 3% 7
0% 0% 1% 5
Jan-Mar Apr May Jun Jul Week 1 Week 2
Average time before 11-12 2-4 9-11 16-18 23-25 30 7-9 July 14-17 21-23 28-30 4-6 11-13
August 2020 doing activity May June June June June June-2 July July July August August
July
NET participation since pandemic /
%
Activity is not permitted Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
activity permitted
Activity is permitted By end of September 2020 By end of August 2020
q12bnew. And when do you anticipate next doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?Market Recovery Tracking: Visit a theme park
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
Theme parks are another segment of the leisure industry impacted by second wave concerns: the proportion of Travel Activists having an interest in visiting but without a specific
timeframe in mind, continues to nudge upwards, while short term intentions for August decline for the 3rd consecutive week.
Visited a theme park since permitted When the activity will next be done
This week
18 14 21 23 17 16 18 18 21 20 22 24
2% 4%
NET Activity since
8.6
Average time since 30
35
28
31
36
34
30
34
permitted
the activity last 25 26
24
done 21 22 21
20 20
18 18
15 16 16 15 16 16
14
4.9
12 12 13 12 11 12 14
8% 11
2% 9 8 8 9 8 9 8 8 8
0% 0% 1% 2% 6 7 7 7
5 4
Jan-Mar Apr May Jun Jul
Week 1 Week 2 Average time before
August 2020 doing activity 11-12 2-4 9-11 16-18 23-25 30 7-9 14-17 21-23 28-30 4-6 11-13
May June June June June June-2 July July July July August August
July
NET participation since pandemic /
%
Activity is not permitted Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
activity permitted
Activity is permitted By end of September 2020 By end of August 2020
q12bnew. And when do you anticipate next doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?Market Recovery Tracking: Visit a museum/gallery
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
With last week’s data reflecting a peak in consumer anxiety about a potential second wave, and an accompanying sharp drop in intention to visit a museum or gallery before end of 2020,
this week there is a partial recovery. Nevertheless, intention to visit this side of 2021 remains lower than it was back in May.
Visited a museum/gallery since permitted When the activity will next be done
This week
31 25 25 28 29 29 34 31 25 30 34 30
4% 4%
NET Activity since
7.7
Average time since
47
51 51
47 49 47 46
43 45 46
permitted
the activity last 39
36 35 36 35 36 36
done 34 34 33 34 33
33% 29
24 24 25 24 24 25 24
3.9 21 23 23
20
4% 16 16 16
0% 0% 1% 2% 15 15 15 15
14 14 14 13 13
Jan-Mar Apr May Jun Jul Week 1 Week 2 8 6
Average time before
August 2020 doing activity
11-12 2-4 9-11 16-18 23-25 30 7-9 July 14-17 21- 23 28-30 4-6 11-13
May June June June June June-2 July July July August August
July
NET participation since pandemic /
%
Activity is not permitted Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
activity permitted
Activity is permitted By end of September 2020 By end of August 2020
q12bnew. And when do you anticipate next doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?Market Recovery Tracking: Visit a small historic house
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
In a similar trend to museums, intentions to visit a small historic house before the end of December recovered this week. However, reflecting continued caution in respect of indoor
public spaces, the speed of participation recovery remains slow.
Visited a small historic house since permitted When the activity will next be done
This week
28 30 31 25 23 28 35 32
2% 3%
NET Activity since
8.4
Average time since
41
39
36 38
40
permitted
the activity last 34
done 30 30 29
28 28 27
25 25 24
23
21 21 21
3.9
17% 18 17
0% 0% 2% 0% 2% 14 15
12 12 13
10 10 11
Jan-Mar Apr May Jun Jul Week 1 Week 2 9
Average time before 6 6
August 2020 doing activity
23-25 June 30 June-2 7-9 July 14-17 July 21-23 July 28-30 July 4-6 August 11-13
July August
NET participation since pandemic /
%
Activity is not permitted Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
activity permitted
Activity is permitted By end of September 2020 By end of August 2020
q12bnew. And when do you anticipate next doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?Market Recovery Tracking: Go to an outdoor park or scenic area
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
Outdoor parks and scenic areas recovered faster and to a greater extent than any other section of the economy we have tracked and remain ahead of everything else. That said, the
incidence of visitors among our Travel Activist sample is no higher now than it was at the end of July, while forward intentions are on the decline as Autumn comes into sight.
Went to an outdoor park or scenic area since permitted When the activity will next be done
This week
18 13 11 12 11 15 16 13 9 16 18 16
20% 21% 26% 43% 43%
NET Activity since
5.3
Average time since
77
73
83
79
73
84
81
76
82
77
82
75
80
74
72
78
73
80
74
84
78
73
76 76
permitted
the activity last 70 70 70 69
68 67 68 67 66 68 68
49% done 65 65 65 64 65
61 61 61 63
35%
26% 26% 58 58 58
1.5
20% 19% 22%
45
Jan-Mar Apr May Jun Jul Week 1 Week 2
Average time before
August 2020 doing activity
11-12 2-4 9-11 16-18 23-25 30 7 - 9 14-17 21-23 28-30 4-6 11-13
May June June June June June-2 July July July July August August
July
NET participation since pandemic /
%
Activity is not permitted Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
activity permitted
Activity is permitted By end of September 2020 By end of August 2020
q12bnew. And when do you anticipate next doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?Market Recovery Tracking: Visit an indoor play centre
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
With indoor play centres permitted to re-open in England from the 15th August, intention to visit the attraction before the end of August, September and December sees a slight increase
this week. However, the growth is tentative (and only a partial recovery on last week) as the public wait to see how measures are put in place and hear feedback on others’ experiences.
Visit indoor play centre since permitted When the activity will next be done
This week 10 11 15 10 11 15 10 12 13 12 15 14
1%
8.4 25 25 24 24
Average time since 22 22
20 21
the activity last 19
done 17 18 18 17
15 15 15 14 15
12 13 13 13 13
Jan-Mar Apr May Jun Jul
1%
Week 1
1%
Week 2
4.6 9
6 7
10
6
8
5
10
6
9
6
9
6
9
5
10
6 7
4
9
4
10
5
3
Average time before 1
August 2020
doing activity
11-12 2-4 9-11 16-18 23-25 30 7-9 July 14-17 21-23 28-30 4-6 11-13
May June June June June June-2 July July July August August
July
NET participation since pandemic /
%
Activity is not permitted Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
activity permitted
Activity is permitted By end of September 2020 By end of August 2020
q12bnew. And when do you anticipate next doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?Attraction visitors are looking for the usual visitor experience, with sensible health and
safety precautions. Hand sanitiser, enhanced cleaning and enforced social distancing
enabled by capacity caps are essential for all segments except ‘Life Goes On’.
Visitors typically do NOT expect discounted entry, or require exclusive opening for small groups, and closure of communal areas could actually be a deterrent – visitors want access to the full offer.
Conditions for leisure attractions to have in order to be considered
COVID Concerned COVID Cautious Pragmatic Policy Supporters Life Goes On
40% 35% 14% 7% 40% 37% 33% 31% 45% 41% 38% 37% 43% 39% 34% 12% 35% 9% 17%
Overall
70
60
50
40
30
20
10
0
Visitors to Visitor Staff to Daily staff Gov. Plentiful Enhanced Enforced Social Reassurance Controlled Reduced Management Closure of Cashless Exclusive Discounts Not until I’m happy
wear face temperature wear face health certification hand cleaning social distancing about numbers in admissions of communal payments opening for and special vaccine/ to visit
masks checks masks checks sanitizer distancing measures sanitising each area numbers communal areas small offers cure is without
areas groups found changes
Visitors Staff Site Capacity Booking and payments
Q35. Which, if any, of these conditions would need to be met before you personally would consider going to a visitor attraction immediately after the lockdown has been
lifted?How have the leading leisure charities been spoken about on social media during the crisis?
Overall, consumers engaging with social media have spoken about Kew, English Heritage and National Trust in positive terms during the crisis, with far more positive sentiment than
negative.
23rd March 2020– 10th August 2020 Net Sentiment Passion Intensity Number of mentions
86 60 48,049
60 82 35,008
39 54 135,270
For social analytics methodology and full set of scores for all brands tracked, please refer to the AppendixNational Trust: key themes on social media
The greatest number of follower / visitor counts for the National Trust come from the themes of social distancing, financial support and around the redundancies that they have
recently announced. National Trust is associated with its green outdoor spaces in the countryside, and during lockdown it was clear social media users were keen to continue this
conversation. Needless to say, NT has been hard hit and has been calling for donations and financial support. News around redundancies inevitably impact sentiment.
Shares
Lockdown/Social distancing
Redundancies
Financial support
Countryside
Attractions
Canon Rawnsley, Crosthwaite, Founder
Admission, Bookings, Advance
Hashtag expert
Flowers
Volunteers
Newsletters
Coronavirus/Donations
AnimalsKew Gardens: key themes on social media
Flower photography dominates Kew’s social media activity along with weddings and temporary platforms. The fact that social distancing is slightly smaller topic area reflects the fact
that it is less of an issue and that on social media it is the Kew experience that people are speaking about.
Plants
Flower photography
Ecosystems/biodiversity
Research
Wedding
Social distancing
Flowers
Groups/Queens/Police
Temporary platforms
Stradivarious
US
CirculationEnglish Heritage: key themes on social media
National cultural institutions, mass gatherings / coronavirus and community events take up the largest part of English Heritage activity. The issue around mass gatherings / coronavirus
suggests that there may be some contention on social media around this theme, so not all the posts are necessarily positive.
Screenshots
National Cultural institutions
Summer Solstice
Community events
Mass Gatherings/Coronavirus
Countries/Culture/British
Plaques for women
18th Century/VictoriansHow have leading attraction portfolios been spoken about on social media?
Hampton Court Palace has a very high level of passion intensity along with a very positive net sentiment, possibly linked to hosting an open air cinema during the August heatwave.
23rd March 2020– 10th August 2020 Net Sentiment Passion Intensity Number of mentions
98 100 21,766
HRP*
56 54 201,303
70
55 75
63,951
84 100 724
Merlin*
28 6,020
70
35
-48 48 14,044
*An aggregate NET sentiment based on the brands presented on this slide
For social analytics methodology and full set of scores for all brands tracked, please refer to the AppendixThe lead time for planning and booking UK holidays continues to plateau this
week, driven by some people having now taken their summer trip.
Average anticipated lead time before planning, booking or taking a holiday
Go on a UK holiday
23rd June Book a UK holiday
PM confirms hospitality
may re-open on 4th July Plan a UK holiday
6.8
6.6
5.9 5.9 6.0
5.8 5.7 5.8
5.5
Months
5.3 5.4 5.3 5.3
5.6 4.7
5.3 5.4 4.6 4.5
5.2 5.1 5.1 4.4 4.4
4.2
3.9 3.9 3.9 4
4.6 3.8 3.8 3.8
3.6
3.4 3.4 3.4
4.0 3.9 3.2 3.1 3.4
3.8
9th May 3.4 3.4
3.3
14 day quarantine 3.0 3.1 3.1 3.1
First mentioned 2.9 2.9
6-7 Apr 14-15 20-22 27-28 4-5 May 11-12 19-22 26-29 2-4 June 9-11 16-18 23-25 30 June- 7-9 July 14-17 21-23 28-30 4-6 11-13
Apr Apr Apr May May May June June June 2 July July July July August AugustMarket Recovery Tracking: Go on a UK holiday
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
The remaining weeks of August see intentions to go on a UK holiday before the end of August and September continue to drop, due in large part to people having already taken their holiday. Intention to
take a holiday before the end of December, however, increases from 45% to 48%, as those yet to take any breaks look to use up holiday allowance before the end of the year.
Proportion been on a UK holiday this year When the activity will next be done
This week
22 22 18 17 17 18 15 18 22 21 17 14 18 18
75 75
7.4
74
8% 14% 69 71 68
72 72 72
68 69 71 68
64
NET Activity since Average time since 54 54
permitted
49 49 50 51
the activity last 47 48 46 48
45 45
done 41 42
37 36 35
25% 34 32 34
3.6
4% 6% 27 29 27 27 27
26 26 24 26
8% 22
21 21 21 19
17 18 16 17 17 16
Week 1 Week 2 14 14
Jan-Mar Apr May Jun Jul
Average time before
August 2020 doing activity
23 une
st
14 ul y
-2 y
-2 y
ay
ly
21 ul y
28 ul y
4- J ul y
1 6 une
st
ne
ne e
a
a
Ju
n
11 ugu
gu
M
M
M
Ju
30 5 Ju
J
J
J
J
J
Au
-2
9
7
3
0
2
2
9
8
11
7-
-1
-2
-3
A
4
-1
-1
2-
-2
6
3
9-
11
19
26
-1
Ju
NET participation since pandemic / Activity is not permitted
% activity permitted Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
Activity is permitted
By end of September 2020 By end of August 2020
VB2ac: - Thinking of the next UK holiday or short break you are likely to take, when are you likely to plan, book and go on this trip
Q1a. And when exactly was the last time you did the following activity/activities?Average lead times for going on an overseas holiday continue to rise this week,
possibly as a reaction to changes in quarantine rules.
Average anticipated lead time before planning, booking or taking a holiday
9.1
8.7 8.7
8.4 8.4
7.7 7.6
7.2 7.3 7.1 7.2
7.0 7.0 7
6.8 6.8 6.7 6.7
6.6 6.6 6.6
6.3 7.3 6.4
6.2 6.4 6.2 6.2
6.8
Months
5.9 6.0 6.0 6.6 5.9 Book a flight
6.1 6.2 6.5 6.4 5.8 5.6 5.8 5.8 5.7
5.5 5.9 5.5 5.4 5.5 Go on an overseas holiday
6.0 5.7 5.6 5.2 5.6
5.9 5.4 5.5
5.4 5.7 5.7 5.4 5.3 Book an overseas holiday
5.3 5.4 5.1 5.1 5.3 5.5
5.3 5.3 5.2 Plan an overseas holiday
9th May 4.8
3rd
July 26thJuly
14 day quarantine Quarantine rules New countries on
First mentioned relaxed quarantine list
r
st
ly
ly
ne
r
r
r
ay
ay
ay
ne
ay
st
ly
ne
ne
ly
ly
Ap
Ap
Ap
Ap
Ju
Ju
gu
Ju
gu
M
Ju
M
M
M
Ju
Ju
Ju
Ju
Ju
7
Au
5
2
8
7
0
-2
Au
3
5
9
2
2
9
11
4
6-
-1
-2
-2
-1
-3
8
5
-2
4-
7-
-1
-2
-2
ne
2-
-1
-2
3
14
20
27
14
28
6
9-
21
11
19
26
-1
Ju
4-
16
23
11
30Market Recovery Tracking: Book hotel accommodation
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
As with domestic holidays, the forward outlook for hotel stays is weaker than in late July – reflecting the fact that some have now taken their trip / made their stay. There is,
however, some recovery in intentions this week, after last week’s trough.
Book hotel accommodation since permitted When the activity will next be done
This week
22 29 24 26 22 28 28 27 29 27 25 25 31 29
69
6.8
66Market Recovery Tracking: Go on an overseas holiday
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
After last week’s record-low in overseas holiday intentions, there is partial recovery in the forward outlook this week – but the picture remains more negative than at any time through the
summer months. The incidence of those who have taken an overseas summer holiday (among our ‘Travel Activist’ subset) is just 2% - compared to 28% who did so out of season in Q1.
Go on an overseas holiday since permitted When the activity will next be done
This week
23 25 26 22 21 27 24 19 22 23 21 22 25 24
69
8.3
65 66
2% 2% 62 64 64 63 61 61
60 60 59 60
52
NET Activity since Average time since
permitted
the activity last
done
28%
6.4 23 22 22 23 24 23 22
2% 21 21 21 21
1% 1% 18
13 14 15
10 11 10 11 11 12 11 10 11 12
Jan-Mar Apr May Jun Jul Week 1 Week 2
Average time before 7 6 6 6 8 8
5 5 5 5 5 5 3 4 5
doing activity 2 2
August 2020
ne
ne e
st
ay
ay
ay
ly
ly
ly
ly
-1 e
st
ne
14 ly
n
n
Ju
Ju
Ju
Ju
gu
gu
Ju
Ju
30 5 Ju
M
M
M
Ju
Ju
Au
-2
Au
7
3
0
9
2
2
9
8
11
-1
-2
-3
4
7-
-1
-2
-2
-2
2-
6
21
28
3
9-
11
19
26
16
23
4-
-1
Ju
NET participation since pandemic /
11
Activity is not permitted
% activity permitted Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
Activity is permitted
By end of September 2020 By end of August 2020
Q12. Given what you know today, when do you anticipate doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?Among those contemplating an overseas holiday, ‘beach and resort’ remain the
most appealing type of break, followed by ‘city break’. Spain remains the leading
single destination mentioned, despite quarantine measures put in place.
Which of the following type of overseas holiday you are planning/going to book? And where are you planning to go?
Beach and resort 48
3640
A City break 43
35 40
Visiting friends or relatives 2730
27
To visit a local area or attraction 22
18
18
Special treat (e.g. romantic stay, anniversary) 1215
11
Activity and adventure 14
1115
Sporting activities (watching or participating) 8
7 10
Party/Function (including wedding, stag/hen do's) 78
2
Top 5 mentions* (difference with end of May)
Winter sports 7
36
Shopping trip
69 1 Spain (=) 2 USA (France) 3 France (USA)
8
Business reasons (conference, training…) 5
4
4 6-7 April
3 8 26-29 May 4 Greece (=) 5 Italy (Netherlands)
Other 9
11-13 August
Q27. Which of the following type of overseas holiday are you planning/going to book?
Q28: And where are you planning to go overseas?
* Last reported (week 10) if it differs in bracketsOn social media: there is growing confusion and fear over quarantine rules when
returning to the UK as 3 new countries are added to the quarantine list.
“ ” “
If you choose to #holiday abroad, you have to recognise the risk of
#lockdown on your return. It's a personal choice and a personal risk
France is “on the cliff-edge” of being removed from the
UK’s travel corridor list, according to an industry figure,
with a decision expected by the end of the week that
could mean hundreds of thousands of Britons holidaying
”
there would have to quarantine on their return.
“
It seems the fear of an imposition by the U.K. of an
” “
unscheduled quarantine on return is driving some to holiday
in the U.K. rather than France
France big reduction in positive tests (below UK yesterday). totally
“
flawed logic to insist on blanket quarantine when coming back
versus our own country. Why is the UK incapable of testing at our
Replying to @TUIUK - airports like others? Why aren't we looking at specific regions?
”
I don’t understand this stand. The advice is that you
have to quarantine on arrival back in the UK. Your
” “
promise is to not take people to places they will need
to quarantine. Our villa has been cancelled over there
(we are flight only). What are you proposing we do? @TUIUK
Nothing is going to change, re quarantine. I just wanted to
rebook to a different destination. Won't be doing that now as Tui
“ ”
have left it too late. Have arranged UK contingency plan now so
will be asking for refund when the inevitable is announced.
I have family in Germany and was considering Hull to zeebrugge. If I drive
”
from Germany, without stopping, to the ferry, through passport control, am
I considered to have entered Belgium for the uk quarantine purposes?How have key hotel brand portfolios been spoken about on social media? - Marriott
23rd March 2020– 10th August 2020
Net Sentiment Passion Intensity Number of mentions
32 54 167,541
86 68 22,450
79 78* 67 10,483
68 52 5,338
*An aggregate NET sentiment based on the brands presented on this slide
For social analytics methodology and full set of scores for all brands tracked, please refer to the AppendixHow have key hotel brand portfolios been spoken about on social media? - Hilton
23rd March 2020– 10th August 2020
Net Sentiment Passion Intensity Number of mentions
41 72 169,746
15,821
73 62
40 43* 54 17,505
15 0 12,578
*An aggregate NET sentiment based on the brands presented on this slide
For social analytics methodology and full set of scores for all brands tracked, please refer to the AppendixHilton: key themes on social media
Hilton launched its CleanStay programme as a means of optimising both safety and reassurance – and cleanliness accounts for a sizeable share of conversation around the brand. Less
positively, Hilton’s reputation has not escaped unscathed from its major redundancy programme; it has also been blighted by high profile discrimination law suits.
Shares
Cleanliness
Lays off 2100 staff
Citigroup research report
Discrimination
Golden globe awards
association
DiscountsHow have key hotel brand portfolios been spoken about on social media? - IHG
23rd March 2020– 10th August 2020
Net Sentiment Passion Intensity Number of mentions
59 62 72,523
82 73 16,613
54 66 92,601
51*
46 77 20,402
20 58 35,296
*An aggregate NET sentiment based on the brands presented on this slide
For social analytics methodology and full set of scores for all brands tracked, please refer to the AppendixIHG: key themes on social media
IHG’s themes share many commonalities with other hotel businesses, with cleanliness and safety protocols featuring prominently. In both the UK and USA, it has benefited from a
significant volume of conversations around its support for key workers through the crisis.
Price/Shares
Hospitality
Quarantine
Top priority supporting
employees and key workers
Restaurant
Overwhelmed
President/Caracas
CleanlinessHow have key hotel brand portfolios been spoken about on social media?
23rd March 2020 – 10th August 2020
Net Sentiment Passion Intensity Number of mentions
60 55 18,465
55 68 15,100
15 60 39,715
76 64 20,470
Accor*
73 69 49 4,547
7,136
57 52
*An aggregate NET sentiment based on the brands presented on this slide
For social analytics methodology and full set of scores for all brands tracked, please refer to the AppendixAfter last week’s spike in anticipated lead-times to next shopping trip and cinema
visit, there is a welcome return to shortening lead-times this week. The positive
trend for restaurants continues.
Average time before undertaking leisure activities
5.8
5.6 5.6 5.6
5.3 5.4
5.2
5.0 5.0 4.9
5.0 4.7 5.0 4.6
4.5 4.9 4.8 4.5
4.6 4.64.7 4.6 4.4
4.2 Go shopping or to a
4.34.7 4.5 4.4
3.9 4.2 shopping mall
4.1 3.8 3.7
4.1 4.1 3.94.3 4.1 3.8 3.9 3.6
4.0 3.6 3.7 3.3 3.4
3.9 3.8 3.5
3.3 3.2 Go to a restaurant
Months
3.4 3.1
3.2 2.9 2.9
2.9 2.5 2.5 2.6
2.7 2.6 2.3
2.4 2.2 2.1 1.8 Go to the cinema
2.0 1.8 1.8 1.8
1.8
1.5 1.6 1.5 1.3
Go to the gym
-2 y
-2 y
ay
ne
r
-2 e
ne
st
ly
ly
ly
-1 e
r
r
r
ay
st
ly
ly
Ap
Ap
Ap
Ap
a
a
n
n
Ju
Ju
Ju
gu
Ju
gu
M
M
M
Ju
M
Ju
Ju
Ju
Ju
7
Au
5
2
8
7
3
0
9
Au
-2
2
2
9
5
4
8
5
11
6-
-1
-2
-2
-1
-2
-3
7-
-1
4-
2-
ne
3
14
20
27
14
21
28
6
9-
11
19
26
16
23
-1
4-
Ju
11
30Market Recovery Tracking: Go on a shopping trip / to a shopping mall
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
For retail, the picture is mixed: on the one hand, actual levels of re-engagement continues to improve (nearly a third of Travel Activists have been on a shopping trip since the lifting of
lockdown). Looking ahead, however, the incidence of those with planned shopping trips is continuing to decline – 1 in 5 this week intend to shop but have no idea when.
Gone on a shopping trip / to a When the activity will next be done
shopping mall since permitted This week 17 19 12 14 16 15 14 16 17 15 15 16 17 21
81 81 79
4.3
77
31% 72 74 74 75 74 75 73 75
72 72
75
69 70 69 68 68 69 69 68
12% 28% 67 67 66
76% NET Activity since Average time since 64 62
permitted 60
the activity last 56 57 56 56 57
53 53 53 54 53
done 51 50 49
48 47 48 48
26% 44 45 45
24% 42 41 42
1.8
12% 15% 39 38
0% 0% 1% 1% 37
33
Week 1 Week 2 Week 3 Week 4
Jan-Mar Apr May Jun Jul Week 1 Week 2
Average time before
August 2020 doing activity
ne
ne
ne
st
ay
ay
ay
ly
ly
ly
ly
st
ne
14 ly
Ju
Ju
Ju
Ju
gu
gu
Ju
Ju
Ju
Ju
M
M
M
Ju
Au
-2
Au
7
3
0
11
9
2
2
9
8
5
-1
-2
-3
4
7-
-1
-2
-2
-1
-2
ne
2-
9-
6
21
28
3
11
19
26
16
23
4-
-1
Ju
11
30
NET participation since pandemic /
%
Activity is not permitted Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
activity permitted
Activity is permitted By end of September 2020 By end of August 2020
Q12. Given what you know today, when do you anticipate doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?Market Recovery Tracking: Go to a restaurant
To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
The picture for the restaurant market continues to improve. While the incidence of those dining out is still a fraction of pre-COVID levels, there is clear progress week-on-week, with
forward intentions significantly stronger than for neighbouring sectors.
Gone to a restaurant since permitted When the activity will next be done
This week
18 23 17 20 17 19 20 21 19 21 18 16 17 16
36%
3.6 79 78 78 78 79 79 80
76 75 76 76 75 76 74
73 71
85% 69 70 70 70
22% 64 64 67 66 66 67 67 68
NET Activity since
permitted
Average time since 59 60 62 62
the activity last 53 52
48 50 48 49 49 50 49 48 54 50
done 47
42 39 42
28% 36
35 35 34
1.3
22% 19% 33 33 33
28
Jan-Mar Apr May Jun Jul Week 1 Week 2
Average time before
August 2020 doing activity
st
ly
ay
ay
ay
ly
ly
ly
ne
st
ne
ne
ne
ly
Ju
Ju
Ju
Ju
gu
gu
Ju
M
M
M
Ju
Ju
Ju
Ju
Au
-2
Au
9
7
0
2
2
9
3
11
8
5
7-
-1
-3
4
-1
-2
-2
-2
ne
-1
-2
2-
6
14
28
3
9-
11
19
26
21
16
23
4-
-1
Ju
NET participation since pandemic /
11
Activity is not permitted
30
% activity permitted
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
Activity is permitted
By end of September 2020 By end of August 2020
Q12. Given what you know today, when do you anticipate doing the following? Base all
Q1a. And when exactly was the last time you did the following activity/activities?On social media: the ‘Eat Out to Help Out’ scheme has had an overwhelmingly positive
response. Many restaurants have had the nice ‘problem’ of lengthy queues and greater
demand than capacity.
“ “
10.5 million uses of Eat Out to Help Out in the first week All the “experts” couldn’t wait to say @RishiSunak
alone! Considering that’s across only 3 days as well, it’s eat out to help scheme was a white elephant - I’m pleased
” ”
fair to say this policy has been a howling success! it’s been a run away success so far with many restaurants
fully booked & trades up on this time last year.
“ Rishi's Dishes have been a great success!
Eat your heart out to help out!
” “ ”
I mean how can I not take part in the
eat out to help out scheme.
“ Yesterday was one more day eligible for "Eat out to help out". At
” “
my local Nandos past lunchtime queue was 3 hours waiting length.
The eat out to help has been a huge success , it’s
amazing how a national advertising campaign can help.
“
Well done Rishi a great idea and perhaps the light at the
”
end of the tunnel.Morangie Hotel Tain Highlands.
I fully understand the underlying concerns but, have to say the eat
out to help out scheme has been a rip roaring success in Chester,
you literally can't get in many restaurants without booking.You can also read
