GUEST JOURNEY SELF-ASSESSMENT

Read each statement. Decide how well you agree with it. Assign a score to each box based on:

The score is simply an indication to you on how well you are doing in effectively engaging and connecting with prospective guests during all stages of their travel journey and where you may need to focus your energies on improving your guest experience.

Dreaming

Our business has a strong brand message that reflects travel for good principles. We create, leverage and share content in a range of forms (e.g. written, video and photo) in relevant languages (where appropriate).

We leverage and disseminate content across a wide variety of platforms relevant to our global markets (e.g. website, social media, travel review sites).

We work with our industry partners to understand our guests and extend our reach.

We partner and support broader tourism initiatives to extend our reach.

Planning Booking Experiencing Sharing

Our digital presence (e.g., website, social media, etc.) helps guests imagine the transformational experience they will have with us.

Our physical and digital presence accurately reflects our brand message and brand purpose which incorporates travel for good principles.

Our digital presence has all the content for a guest to feel confident booking with us (e.g. pricing, safety, dietary, what to bring).

Our website is easy to navigate.

Our website is search engine optimised and in the preferred search engines of our target markets.

Our digital and physical presence is tailored to market nuances (e.g in language, content style, and channels) most relevant to our global guests.

We make it easy for guests to book with us in their channel of choice (e.g. website, mobile phone) and preferred payment mechanism and currency.

Our booking process is easy and captures all the information we need.

Our website has all the information our guests need during and after booking.

We confirm booking details and make our refund, cancellation and rescheduling policies clear to our guests.

We share reminders and help build guest anticipation in the lead up to the experience.

We understand and accommodate for what the emerging traveller is looking for in their transformational travel experiences.

We make it easy for our guests to enjoy our experience.

We make our guests feel comfortable and looked after.

Our experience educates our guests and connects them to something bigger.

Our experience inspires our guests.

Our experience re-energises our guests.

Our experience leaves guests with a deeper understanding of Queensland and a renewed appreciation of our planet and their place within in it.

We empower our guests to capture our experience’s transformational moments.

We effectively encourage our guests to share their experiences.

We address and leverage feedback both positive and negative.

We encourage our guests to stay connected and involved with us even after they have left.

We have an online space relevant to the guests preferred social platforms that enables guests to share content and drive a sense of community.