Planning and booking
Measure how easily visitors can find information, choose a service, and complete their booking.
Tourist experience
Measure customer experience in tourism
Rihla brings together tourist and visitor feedback across the journey, connecting satisfaction, effort, and comments to the touchpoints that shaped the experience.
Tourist experience
The tourism experience begins before arrival
The experience starts with research, planning, and booking, continues through arrival, reception, activities, and services, and ends after departure. Every stage can change how the visitor evaluates the whole journey.
Journey-based measurement gives tourism and hospitality teams clearer context for their results instead of collecting general ratings that do not identify where to improve.
Important stages in the tourism journey
Arrival and reception
Understand the first impression, clarity of guidance, and ease of beginning the experience.
Services and activities
Connect visitor satisfaction to the services, activities, and touchpoints experienced during the journey.
How does Rihla support measurement?
Build measurement around the visitor's real journey, then collect feedback where the experience is still easy to recall.
- 01
Map the tourism journey
Define planning, booking, arrival, experience, and departure stages with their touchpoints.
- 02
Connect questions to each stage
Use CSAT, NPS, CES, and open questions according to the goal of each touchpoint.
- 03
Collect the visitor voice
Distribute surveys through links, QR codes, and field devices at suitable times and locations.
- 04
Analyse the complete experience
Compare metrics across stages and analyse text and sentiment to discover patterns and priorities.
Questions the measurement can help answer
- Which stage has the greatest effect on visitor satisfaction?
- Where do visitors need clearer information or guidance?
- What do visitors repeatedly praise or flag in their comments?
Start with one visitor touchpoint
Describe the tourism experience you want to understand, and Rihla will help you prepare an appropriate survey.