Hospitality and F&B Research in Oman

Yes. Hotels, restaurants and cafes are part of our sector coverage in the Sultanate, and the coffee shop channel is already inside our retail audit frame. Hospitality is the sector where the gap between a published standard and a delivered experience is most visible to the customer, and where a single stage of the journey can undo everything else. Programmes are therefore designed across the whole journey, from the enquiry and booking through arrival, service, the room or the meal, and the departure.

Hospitality is the sector where the gap between a published standard and a delivered experience is most visible to the customer, and where a single stage can undo everything else. Programmes are therefore designed across the whole journey rather than a single transaction, and the most informative element is almost always the service recovery test, because how a property handles a problem predicts loyalty better than how it performs when nothing goes wrong. Coverage includes Muscat and seasonal Salalah.

Segments

Hotels and resorts, restaurants, cafes, catering

Methods

Mystery guest visits, guest satisfaction research, competitor benchmarking

Journey

Enquiry, booking, arrival, service, stay or meal, departure, follow up

Coverage

Muscat, Salalah and the wider Sultanate