Tracking Consumer Sentiment on the Impact of COVID-19 Weekly Update – 21 st August 2020 Travel & Mobility, Leisure & Hospitality, Personal Finances
Tracking Consumer Sentiment on the Impact of COVID-19
Weekly Update – 21st August 2020
Travel & Mobility, Leisure & Hospitality, Personal Finances
IntroductionAs with every other major crisis, when the historians come to write about the COVID-19 period,
some public figures will be deemed to have had ‘a good war’ (with medals to show for it), while
others may have irreparably tarnished reputations and be cast into the wilderness.
Does the same hold true for brands? Every sector, of course, has faced a slightly different set of
circumstances and has had to respond in appropriate ways to the crisis. In the travel sector in
particular, many boards have been faced with unenviable decisions – particularly in respect of
human capital – and are now being tried in the court of public opinion.
What is clear from our social media analytics (reported in this document) is just how divergent
consumer reaction has been to the behaviour of brands – even within individual sectors.
This is true not only for big policy calls, but also for marketing communications. Our research
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 CostinManaging Director, BVA BDRC
Suzy HassanManaging Director, Alligator Digital
So here we are then. Twenty-one eventful weeks after we started, this is the final edition of
our weekly tracking reports in their current format.
This is certainly not ‘goodbye’ – we’re just taking a short period of time out to listen to
feedback (yes, we do try to practice what we preach!), and plan an updated format for
tracking the behaviour and attitudes of consumers and businesses, as we enter the next
chapter for a recovering UK economy.
For now, thank you so much for engaging with our analysis during this period. Even though
the headlines have often been sobering, we hope you’ve enjoyed reading the reports as
much as we’ve enjoyed putting them together!
With our very best wishes,
Executive Summary
National mood and sentiment picks up
After the most negative outlook recorded since April in last week's report, there is a slightimprovement in overall mood and sentiment this time. Confidence in the UK government’shandling of the crisis recovers somewhat – but 85% of the population considers a 2nd waveand lockdown to be a likely scenario.
Bleak outlook for outbound travel, as lead-times lengthen again in face of quarantine
Despite being in peak summer holiday season, we estimate that the incidence of those takingoverseas holidays among our ‘Travel Activist’ sample is just 7% of that recorded in Q1. Withanticipated lead times to next flight and international holiday lengthening for the secondconsecutive week and no sign of an end to the uncertainty around quarantine rules, theoutlook for international travel continues to be bleak. Among those who are planning to go onan overseas holiday, the hierarchy of holiday type preferences remains largely unchanged, withSpain top of the destination charts and beaches still top of the menu.
Restaurants, pubs and shopping malls continue to see growth in re-engagement
For pubs, shopping malls and restaurants in particular, we continue to see week-on-weekincreases in the incidence of participation – the latter helped, it seems, by the Eat Out to HelpOut scheme. Meanwhile, the reduction in VAT would also appear to have had an impact onuptake of paid-for accommodation, though not to the same extent as EOTHO: a case for ”StayAway to Save the Day” perhaps?
Outdoor scenic destinations lead our recovery index - but have flat-lined since July
A combination of the good mid-summer weather, avoidance / impossibility of internationalholidays, as well as an innate desire for space and clean air post-lockdown, contributed tooutdoor scenic areas racing ahead in terms of the extent of recovery in visitors / customers.In August, however, recovery in participation levels has flat-lined, with no further increase inthe incidence of visitors among our ‘Travel Activist’ sample.
Advertising: consumers show preference for ‘normality’ and an absence of virtue signalling
When it comes to marcoms strategy, this week’s report underlines the importance of pitchingthe right message to each audience. At an aggregate national-level, there is a sense that adsshould focus more on a return to normality than on COVID-related safety and wellbeingmessages – though these COVID-related themes continue to resonate for those in the ‘COVIDConcerned’ attitudinal segment. In general, consumers are also cynical about brandspublicising their good deeds during the crisis, with ‘Life Goes On’ and ‘Pragmatic PolicySupporters’ (also the segments most likely to be re-engaging with the economy) particularlylikely to be turned off by virtue signalling from brands.
Consumers are feeling better about their finances than at the start of the crisis
Notwithstanding the growing incidence of redundancies, pay cuts and reduced-time contracts,consumers are typically feeling somewhat better about their personal finances than at the verystart of the crisis. 37% now describe themselves as ‘alright’ and a further 9% as ‘better off thanbefore (the crisis)’ – on a combined basis, this is up 10 points since early April. For historicalcontext, when BDRC asked the same questions during the aftermath of the 2008 financial crisis,only 27% described themselves as ‘alright’ or ’better off’.
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.
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? (%)
86 81
76
61
39 30
25
36
33 32
36 31 33
35
41 42 43 39
40
51 46
14 14 18
29
44 45 43 45 43 39 38 38 37 38
38 40 37 38
44
37 40
-5 6
10
18 25
33
19 24
29 27
31 30 27 21
18 20 23
16 12 14
23-24 M
ar
30-31 M
ar
6-7 Apr
14-15 Apr
20-22 Apr
27-28 Apr
4-5 May
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 Aug
11-13 Aug
The worst is still to come Things are going to stay the same
The worst has passed
58%60%
72%67%
48%51%
61%55%
33%29%
44%42%
30%30%34%36%
32%33%
24%30%
38%42%
32%37%
37%51%
43%43%
41%46%
46%44%
10%7%4%3%
13%7%7%8%
30%20%
13%15%
30%24%19%20%
Anxious Appreciator Hermits + COVID Impacted
COVID Cautious
Pragmatic Policy Supporters
Life Goes On
W18
W19
W20
W21
W18
W19
W20
W21
W18
W19
W20
W21
W18
W19
W20
W21
2 3 2 1 2 13 16 13 11 13
51 51 53
48 50
33 30 32 40 35
Very likely Fairly likely Not very likely Very unlikely
Fears of a 2nd wave / lockdown recede slightly this week, but 85% still consider it likely.
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
Perceived likelihood of a second wave of coronavirus that will lead to a new lockdown
14 – 17 July 2020
21– 23 July 2020
All UK Adults: Week-on-week
85% NET
Likely
15%NET
Unlikely
28– 30 July 2020
NET LikelyNET Unlikely
COVID Concerned
COVID Cautious
Pragmatic Policy Supporters
Life Goes On
45324
58555
101614119
323331
2729
9695979896
9592959595
9084868991
686769
7371
14-17 July21-23 July28-30 July4-6 August
11-13 August
14-17 July21-23 July28-30 July4-6 August
11-13 August
14-17 July21-23 July28-30 July4-6 August
11-13 August
14-17 July21-23 July28-30 july4-6 August
11-13 August
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?
4– 6 Aug 2020
11-13Aug 2020
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.
Q Given what you know today when do you think life will return to something close to normal?
100 98 100 99 98 96 9692
98 98 98 96 97 96 96 96 95 96 95
8681
7369
5955 54
51 5249
41 3935
26 2428
2215
18
69 66
5346
3533 32 29 29
2319 17 15 11 9 9 6 3 4
48 44
3530
20 19 16 14 169 8 6 5 4 3 3 2 1 10
100
6-7 Apr
14-15 Apr
20-22 Apr
27-28 Apr
4-5 May
11-12 May
19-22 May
26-29 May
2-4 Jun
9-11 Jun
16-18 Jun
23 - 25 Ju
n
30 Jun-2 Ju
ly
7-9 July
14-17 July
21-23 July
28-30 July
4-6 Aug
11-13 Aug
By September 2020
During 2020
Never
Aug 2020Sept 2020
Dec 2020
2021 or Later It is now more or less the inverse of how it started. In early April, 86% expected normality by year-end. In early August, 85% think it’ll be 2021, later or never!
Confidence in the UK government’s handling of the crisis recovers slightly this week. A narrow majority of adults, however, are ‘not 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? (%)
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? (%)
Don’t knowNET Not confidentNET Confident
56
6763 64 61 63 66
47
53
48 48 47
50 51 50 49 49 51
4844 47
42
3137 35
38 3633
52
46
51 51 52
4947 48 49 50
47
5155
51
2 2 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 2 2 1 2
23-24March
30-31March
6-7April
14-15April
20-22April
27-28April
4-5May
11-12May
19-22May
26-29May
2-4June
9-11June
16-18June
23-25June
30June-2July
7-9July
14-17July
21-23July
28-30July
4-6Aug
11-13Aug
% of each party’s voters at last general election that are confident in the UK Government’s handling of the crisis
1 Month change in brackets(comparing to 14th – 17th July)
72% (+6)
30% (-4)
29% (-2)
Since last month, opinions on the government’s handling of the crisis have become even more entrenched along voting lines, with Conservative voters becomingmore positive, and Labour and Liberal Dem voters becoming even less confident.
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.
Q5: How would you rate, between 0 and 10, your mood today? (%)
14
27
42
17
9-10 ratings 7-8 ratings
5-6 ratings 0-4 ratings
59% 7-10 ratings
11 Aug– 13 Aug 2020
Average mood
6.7
41%0-6 ratings
11 Aug– 13 Aug 2020
6 6.1 6.16.5 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
23-24 M
arch
30-31 M
arch
6-7 April
14-15 April
20-22 April
27-28 April
4-5 May
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2 Ju
ly
7 July
– 9 July
14 July
- 17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 Aug
11-13 Aug
Average mood week-on-week(UK Adults)
Communicating to our COVID attitudinal segments
Introducing our COVID-19 Consumer Segments
Anxious Appreciator Hermits COVID Impacted COVID Cautious Pragmatic Policy Supporters Life Goes On
Anxious about the virus, the government's handling of the situation and society's behaviour, but have valued the time at home. As such, they are likely to take longer to resume 'normal' behaviour.
This segment is suffering financially and is also concerned about the ongoing health implications of the virus and the potential impact of the easing of lockdown. They give the lowest mood ratings of all the segments.
While they are less concerned about the impact of the pandemic on themselves, this segment fears that we may not yet be past the worst and would prefer a longer lockdown. They are likely to be cautious in their own post-lockdown behaviour.
Concerned about the impact of COVID-19, but trusting and supportive of the government's policies and most believe the worst is behind us.
Aching for lockdown to be lifted, this segment is not worried about the risks associated with COVID-19 and are supportive of lockdown lifting in order to protect the economy and get back to living their lives.
1014
129
15
3133
3132
32
2021
2120
20
3832
3739
33
11-13 August
4-6 August
28-30 July
21-23 July
30 June - 2 July
COVID Concerned Life Goes OnPragmatic Policy
SupportersCOVID Cautious
More information about what a segmentation is, go to the Appendix
COVID Concerned
Media preferences correlate with attitudes to COVID-19.
Q78 - In a typical week, approximately how many hours do you spend…? « = top segment
49%
34%
29%
28%
25%
23%
13%
6%
TV
Social media
SVoD
Other websites
Radio
BVoD
Newspapers
Magazines
Consumed over 6 hours per week
All adults
43%
36%
34%
30%
28%
27%
23%
15%
TV
Social media
SVoD
Other websites
Radio
BVoD
Newspapers
Magazines
65%
27%
23%
22%
21%
16%
5%
2%
TV
Social media
SVoD
Other websites
Radio
BVoD
Newspapers
Magazines
48%
35%
27%
26%
22%
20%
9%
2%
TV
Social media
Other websites
SVoD
Radio
BVoD
Newspapers
Magazines
48%
36%
34%
31%
31%
29%
10%
1%
TV
Social media
SVoD
BVoD
Other websites
Radio
Newspapers
Magazines
COVID Concerned
Life Goes On Pragmatic Policy Supporters
COVID Cautious
«
«
«
«
«
«
Base: 552
86
107
116
109
118
117
172
233
97
103
98
89
89
89
71
32
131
80
79
80
86
68
35
23
97
105
117
135
110
118
75
17
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.
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
13%
9%
7%
4%
7%
24%
26%
25%
18%
23%
33%
29%
20%
29%
27%
16%
26%
38%
38%
32%
14%
9%
10%
11%
11%
Strong (4-5) Slight (1-3) Neutral Slight (1-3) Strong (4-5)
“Advertising currently should primarily
highlight the Covid 19 crisis where appropriate and focus on safety and
wellbeing messages”
«
Base: 1,001 (379, 203, 310, 109)
Ads that highlight the crisis risk alienating Life Goes On segment.
COVID Concerned
Life Goes On
Pragmatic Policy Supporters
COVID Cautious
ALL ADULTS
«
“Advertising currently should primarily focus on things returning back to normal and not make any reference to Covid 19”
The sense that ads should focus more on a return to normality prevails amongst all but the cautious Covid Concerned segment.
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
27%
25%
24%
25%
32%
42%
30%
23%
25%
30%
30%
28%
28%
27%
50%
50%
46%
45%
41%
30%
43%
NET agree Neutral NET agree
65+
ALL ADULTS
Base: 1,001 (216, 116, 158, 156, 198, 157)
Under 35s have the strongest desire for normality in advertising.
55-64
45-54
35-44
25-34
16-24
“Advertising currently should primarily
highlight the Covid 19 crisis where appropriate and focus on safety and
wellbeing messages”
“Advertising currently should primarily focus on things returning back to normal and not make any reference to Covid 19”
Primarily it’s the over 65s that feel advertising should focus on safety and wellbeing messages.
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
6%
7%
7%
3%
5%
28%
25%
23%
18%
22%
31%
32%
28%
33%
31%
21%
28%
33%
38%
32%
14%
8%
8%
7%
8%
Strong (4-5) Slight (1-3) Neutral Slight (1-3) Strong (4-5)
«
“Adverts that publicise a brand
doing good deeds during the crisis are more effective than
regular ads”
“Adverts that publicise a brand doing good deeds during the crisis are cynical, opportunistic and less effective”
People tend to be cynical about brands ‘virtue signalling’.
COVID Concerned
Life Goes On
Pragmatic Policy Supporters
COVID Cautious
ALL ADULTS
Base: 1,001 (379, 203, 310, 109)
Publicising good deeds could prove effective for cautious segments, but is likely to be a turn-off for Life Goes On segment.
“Adverts that publicise a brand
doing good deeds during the crisis are more effective than
regular ads”
“Adverts that publicise a brand doing good deeds during the crisis are cynical, opportunistic and less effective”
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
27%
24%
22%
21%
30%
39%
28%
28%
23%
33%
36%
34%
34%
31%
45%
53%
45%
43%
36%
27%
41%
NET agree Neutral NET agree
65+
ALL ADULTS
Under 45s are most likely to be cynical about ads publicising good deeds.
55-64
45-54
35-44
25-34
16-24
Base: 1,001 (216, 116, 158, 156, 198, 157)
Again it’s 65+ age groups who are more likely to find good deed messaging effective.
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.
Restaurant (36%)
Pub (32%)
Shopping (31%)
UK Holiday (14%)
Overseas holiday (2%)
Paid-for accommodation (16%)
Bus (28%)
Train (17%)
Plane (11%)
Theme Park (4%)
Zoo (4%)
Aquarium (2%)
Museum/Gallery (4%)
Outdoor Park / Scenic Area (43%)
0%
10%
20%
30%
40%
50%
7-9 July 14-17July
21-23July
28-30July
4-6August
11-13August
7-9 July 14-17July
21-23July
28-30July
4-6August
11-13August
7-9 July 14-17July
21-23July
28-30July
4-6August
11-13August
7-9 July 14-17July
21-23July
28-30July
4-6August
11-13August
Week
Cum
ulat
ive
Part
icip
atio
n si
nce
re-o
peni
ng (%
)
The cumulative percentage of participation in restaurant dining and pub visits increased noticeably in the first week of August UK Holiday and paid-for
accommodation seem to be tracking each other. Overseas holiday participation is sluggish
Although flatter in the last week, buses and trains have seen significant increases throughout tracking. Air travel ticked up slowly in late July, but may have been stymied by the imposition (or the threat) of quarantine requirements
Indoor-based attractions just do not seem to be able to gain any real traction. Outdoor parks/scenic areas seem to have plateaued.
Data filtered on Travel Activists – see appendix for details
Only 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.
Restaurant 42% (36%/85%)
Pub 45% (32%/70%)
Shopping 41% (32%/76%)
UK Holiday 56% (14%/25%)
Overseas holiday 7% (2%/28%)
Paid-for accommodation 36% (16%/45%)
Bus 43% (28%/65%)
Train 29% (17%/59%)
Plane 38% (11%/29%)
Theme Park 50% (4%/8%)
Zoo 56% (4%/9%)
Aquarium 33% (2%/6%)
Museum/Gallery 12% (4%/33%)
Outdoor Park / Scenic Area 88% (43%/49%)
0%
50%
100%
0% 20% 40% 60% 80% 100%
Recovery Index (100% = Q1 level)
Q1
Part
icip
atio
n %
7-9
July
14-1
7 Ju
ly
21-2
3 Ju
ly
28-3
0 Ju
ly
4-6
Augu
st
11-1
3 Au
gust
Despite Eat Out To Help Out, restaurants and pubs remain in the low to mid forties. Shopping seems to have stalled.
The reduction in VAT would seem to have had an impact on uptake of paid-for accommodation, albeit not to the same extent as EOTHO. Perhaps “Stay Away to Save the Day” is called-for on top of the VAT reduction, an altogether less sexy proposition.
Growth in train usage has ground to a halt, while buses surge on.
The challenge for museums and galleries is different. With a large proportion of these free to enter, it could be either fears for safety or reluctance to use public transport for access that is suppressing recovery
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.
q1a- And when exactly was the last time you did the following activity/activities
Segment (size) COVID Concerned(14%)
COVID Cautious (33%)
Pragmatic Policy Supporters (21%)
Life Goes On (32%)
Went to a restaurant 46% 42% 43% 33%
Went to a pub 36% 33% 33% 27%
Went to a shopping mall/ shopping trip 43% 35% 37% 25%
Since June 2020
Jan-Mar 2020
Went to a restaurant
Went to a pub
Went to a shopping mall/shopping trip
14-17 Jul21-23 Jul
7-9 Jul
14-17 Jul21-23 Jul
7-9 Jul
14-17 Jul21-23 Jul
7-9 Jul
124
69
14
1 46
9 1824
27 11
1419
24
49
1114
21 27
134
81011
26
810
1418
27
912
1721
310
1516
19 23
7 111112
1517
6 121416
1819
81515
212626
71518
192121
28-30 Jul
28-30 Jul
28-30 Jul
4-6 Aug
4-6 Aug
4-6 Aug
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.
11-13 Aug
11-13 Aug
11-13 Aug
q1a- And when exactly was the last time you did the following activity/activities
The 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(14%)
COVID Cautious (33%)
Pragmatic Policy Supporters (21%)
Life Goes On (32%)
Went on UK holiday 6% 7% 8% 8%
Went on overseas holiday 5% 8% 8% 7%
Stayed in paid for accommodation 14% 14% 13% 11%
Since June 2020
Jan-Mar 2020
Went on UK holiday
Went on an overseasholiday
Stayed in paid for accommodation
00
111
2
011
23
4
12334 6
12
33
46
000000
000
111
0000
11
01111
2
00
12
33
1233
46
12
44 6
6
12
34
67
14-17 Jul21-23 Jul
7-9 Jul
14-17 Jul21-23 Jul
7-9 Jul
14-17 Jul21-23 Jul
7-9 Jul
28-30 Jul
28-30 Jul
28-30 Jul
4-6 Aug
4-6 Aug
4-6 Aug
11-13 Aug
11-13 Aug
11-13 Aug
Travelled by bus
Travelled by train
Travelled by plane
We 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(14%)
COVID Cautious (33%)
Pragmatic Policy Supporters (21%)
Life Goes On (32%)
Travelled by bus 30% 27% 24% 22%
Travelled by train 25% 24% 18% 20%
Travelled by plane 8% 10% 9% 9%
Since June 2020
Jan-Mar 2020
q1a- And when exactly was the last time you did the following activity/activities
00000
1
1111
22
000
122
01
2222
244
577
24
66
710
1 366
78
3 677
89
511
1313
1414
510
111111
15
5910
131718
511
1313
1517
14-17 Jul21-23 Jul
7-9 Jul
14-17 Jul21-23 Jul
7-9 Jul
14-17 Jul21-23 Jul
7-9 Jul
28-30 Jul
28-30 Jul
28-30 Jul
4-6 Aug
4-6 Aug
4-6 Aug
11-13 Aug
11-13 Aug
11-13 Aug
Leisure
27 25 26 27 29 32 28 2935
2937 34
2622
37 3743 41 42 43 42 41 41
37
48 4536 36
5256 56 55 56 58 55 54 51 49
59 5748 49
66 70 69 68 70 71 67 6761 60
69 6860 63
11-12
May
19-22
May
26-29
May
2-4 Ju
ne
9-11 J
une
16-18
June
23-25
June
30 Ju
ne-2
July
7-9 Ju
ly
14- 1
7 July
21-23
July
28-30
July
4-6 Augu
st
11-13
August
5% 8%
Week 1 Week 2
Market Recovery Tracking: Go on a day out to a visitor attractionTo what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
Visited a visitor attraction since permitted
56%
0% 0% 1%11%
Jan-Mar Apr May Jun Jul
15%
NET Activity since permitted
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, whileintentions in term of visiting an attraction by the end of April 2021 or later increase.
August 2020
13%
This week
Average time beforedoing activity
2.6
Average time sincethe activity last
done
6.221 22 21 21 22 23 272420
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
26 23 21 26
1%
25
5.7
6.6 6.6
6.2 6.2
5.7
5.3
5.7
4.5 4.64.4
4.2
4.8 4.9
4.9
6.0 5.8
5.45.0
5.4 4.8 5.1
4.43.84.1
3.5
4.9
4.6
5.86.3 6.3
5.75.4
5.5
4.7 4.8 4.7
3.8 4 4.1
4.74.9
6.06.2
6.4
5.8
4.84.4
4.3
4.4
3.8
3.23.2 3.2
4.03.9
1
4
7
27-28
April
4-5 M
ay
11-12
May
2-4 Ju
ne
9-11 J
une
16-18
June
23-25
June
30 Ju
ne-2
July
7-9 Ju
ly
14-17
July
21-23
July
28-30
July
4-6 Augu
st
11-13
August
Visit a theme park
Visit an indoor play centre
Visit an aquarium
Visit a zoo
4.6 4.5
4.0
3.6
3.1
3.5
4.2
5.5
6.2
5.5
5.05.0
4.3
4.5
4.3
3.8
3.3
3.23.5
3.9
3.53.8
2.3
1.81.6 1.7
1.9
1.5 1.51.3
1.1 1.21.41
4
7
27-28
April
4-5 M
ay
11-12
May
2-4 Ju
ne
9-11 J
une
16-18
June
23-25
June
30 Ju
ne-2
July
7-9 Ju
ly
14-17
July
21-23
July
28-30
July
4-6 Ju
ly
Visit a historical house
Visit a museum/gallery
Go to a country park orscenic area
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
Mon
ths
11th MayEasing of lockdown
announcement: people allowed to spend unlimited time outdoors
10th JuneOutdoor
attractions such as zoos, safari parks allowed to reopen
on 15th June
4th July England’s museums
and galleries allowed to re-open, with
Scotland following on 15th July
Market Recovery Tracking: Visit a zooTo what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
q12bnew. And when do you anticipate next doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
8 913 15 16
1310
15 1310
7 5
1115
18 20 19 1915
19 2116
11 9
1922 24 26 28 26
2025 26
23
16 16
2833 34
37 37 37
2933 35
3027
19
11-12May
2-4June
9-11June
16-18June
23-25June
30June-2
July
7-9 July 14-17July
21-23July
28-30July
4-6August
11-13August
1% 3%
Week 1 Week 2
Visited a zoo since permitted
9%0% 0% 1% 4%
Jan-Mar Apr May Jun Jul
4%
NET Activity since permitted
August 2020
4%
This week
Average time beforedoing activity
3.9
Average time sincethe activity last
done
8.2
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
21 24 24 26 21 27 30 23 25 22
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.
28
1%
31
August 2020
Market Recovery Tracking: Visit a theme parkTo 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 specifictimeframe in mind, continues to nudge upwards, while short term intentions for August decline for the 3rd consecutive week.
q12bnew. And when do you anticipate next doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
69 8 8 9 8 7 7 8 7
5 4
1215
11 12 14 139
1215
118 8
20 2116 18
22 2016 18
2116
12 14
3035
2831
36 34
2530
34
2624
16
11-12May
2-4June
9-11June
16-18June
23-25June
30June-2
July
7-9July
14-17July
21-23July
28-30July
4-6August
11-13August
Visited a theme park since permitted
8%0% 0% 2%
Jan-Mar Apr May Jun Jul
4%
NET Activity since permitted
This week
Average time beforedoing activity
4.9
Average time sincethe activity last
done
8.6
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
18 14 21 23 17 16 18 18 21
1% 2%
Week 1 Week 2
20
By end of December 2020
22
2%
24
August 2020
Market Recovery Tracking: Visit a museum/galleryTo 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.
q12bnew. And when do you anticipate next doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
16 15 14 14 15 14 16 1613 13
8 6
24 24 25 24 24 25 2421 23
2015 15
3639
35 36 35 34 34 33 34 33
2329
4751 51
47 49 47 4643 45 46
36 36
11-12May
2-4June
9-11June
16-18June
23-25June
30June-2
July
7-9 July 14-17July
21- 23July
28-30July
4-6August
11-13August
1% 2%
Week 1 Week 2
Visited a museum/gallery since permitted
33%
0% 0% 4%
Jan-Mar Apr May Jun Jul
4%
NET Activity since permitted
This week
Average time beforedoing activity
3.9
Average time sincethe activity last
done
7.7
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
31 25 25 28 29 29 34 31 25 30 34
4%
30
Market Recovery Tracking: Visit a small historic houseTo 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 indoorpublic spaces, the speed of participation recovery remains slow.
q12bnew. And when do you anticipate next doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
12 10 10 12 149
6 6
21 2118
21 23
1511 13
28 2825 27
3025
17
24
41 3936 38 40
3430 29
23-25 June 30 June-2July
7-9 July 14-17 July 21-23 July 28-30 July 4-6 August 11-13August
0% 2%
Week 1 Week 2
Visited a small historic house since permitted
17%
0% 0% 2%
Jan-Mar Apr May Jun Jul
3%
NET Activity since permitted
August 2020
This week
Average time beforedoing activity
3.9
Average time sincethe activity last
done
8.4
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020
28 30 31 25 23 28 35
2%
32
Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
Market Recovery Tracking: Go to an outdoor park or scenic areaTo 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, theincidence 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.
q12bnew. And when do you anticipate next doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
6167 68
6561
6561 63
70
58 58
45
6873
7670
6772
66 6873
65 6458
7379 81
77 75 74 73 7478
70 6865
7783 84 82 82 80 78 80
84
76 76
69
11-12May
2-4June
9-11June
16-18June
23-25June
30June-2
July
7 - 9July
14-17July
21-23July
28-30July
4-6August
11-13August
26% 26%
Week 1 Week 2
Went to an outdoor park or scenic area since permitted
49%
20% 19% 22%35%
Jan-Mar Apr May Jun Jul
43%
NET Activity since permitted
August 2020
This week
Average time beforedoing activity
1.5
Average time sincethe activity last
done
5.3
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
18 13 11 12 11 15 16 13 9
20% 21% 26%
16 18
43%
16
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 increasethis 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.
q12bnew. And when do you anticipate next doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
6 7 6 5 6 6 6 5 64
13
912
108
10 9 9 9 107
4 5
1517
1513
1815
13 14 1513
9 10
20
2522 22
25 24
1921
24
18 17
13
11-12May
2-4June
9-11June
16-18June
23-25June
30June-2
July
7-9 July 14-17July
21-23July
28-30July
4-6August
11-13August
Visit indoor play centre since permitted
Jan-Mar Apr May Jun Jul
This week
Average time beforedoing activity
4.6
Average time sincethe activity last
done
8.4
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
10 11 15 10 11 15 10 12 13 12 15
1% 1%
Week 1 Week 2
1%
14
August 2020
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’.
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?
Visitors
Visitors to wear face
masks
Visitor temperature
checks
Staff to wear face
masks
Daily staff health checks
Gov. certification
Plentiful hand
sanitizer
Enhanced cleaning
Enforced social
distancing
Social distancing measures
Reassuranceabout
sanitising
Controlled numbers in each area
Reducedadmissions numbers
Managementof
communal areas
Closure of communal
areas
Cashless payments
Exclusive opening for
small groups
Discounts and special
offers
Not until vaccine/ cure is found
I’m happy to visit
without changes
Staff Site Capacity Booking and payments
40% 35% 14% 7% 40% 37% 33% 31% 45% 41% 38% 37% 43% 39% 34% 12% 35% 9% 17%Overall
Conditions for leisure attractions to have in order to be considered
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.
0
10
20
30
40
50
60
70
COVID Concerned COVID Cautious Pragmatic Policy Supporters Life Goes On
How have the leading leisure charities been spoken about on social media during the crisis?
54
60 48,049
35,008
135,270
82
Net Sentiment Passion Intensity Number of mentions
39
60
86
23rd March 2020– 10th August 2020
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.
For social analytics methodology and full set of scores for all brands tracked, please refer to the Appendix
National Trust: key themes on social media
Shares
Lockdown/Social distancing
Redundancies
Financial support
Countryside
Attractions
Canon Rawnsley, Crosthwaite, Founder
Admission, Bookings, Advance
Flowers
Volunteers
Newsletters
Coronavirus/Donations
Animals
Hashtag expert
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.
Kew Gardens: key themes on social media
Plants
Flower photography
Ecosystems/biodiversity
Research
Wedding
Social distancing
Flowers
Groups/Queens/Police
Temporary platforms
Stradivarious
US
Circulation
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.
English Heritage: key themes on social media
Screenshots
National Cultural institutions
Summer Solstice
Community events
Mass Gatherings/Coronavirus
Countries/Culture/British
Plaques for women
18th Century/Victorians
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.
How have leading attraction portfolios been spoken about on social media?
56 54
21,766
201,303
63,951
724
6,020
14,044
55
98
-48
70
75
100
48
28
70
35Merlin*
HRP*
Net Sentiment Passion Intensity Number of mentions 23rd March 2020– 10th August 2020
*An aggregate NET sentiment based on the brands presented on this slide
84 100
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.
For social analytics methodology and full set of scores for all brands tracked, please refer to the Appendix
6.66.8
5.9 6.05.8
5.3
4.74.4 4.2
3.9 3.9 3.8 43.6
5.3 5.55.8 5.7 5.9
5.4 5.3
4.6 4.5 4.43.9 3.8 3.8
3.4 3.2 3.1 3.4 3.4 3.4
5.2 5.1 5.35.6 5.4
5.1
4.6
4.0 3.9 3.83.3 3.4 3.4
2.9 3.0 2.9 3.1 3.1 3.1
6-7 Apr 14-15Apr
20-22Apr
27-28Apr
4-5 May 11-12May
19-22May
26-29May
2-4 June 9-11June
16-18June
23-25June
30 June-2 July
7-9 July 14-17July
21-23July
28-30July
4-6August
11-13August
Go on a UK holiday
Book a UK holiday
Plan a UK holiday
The 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
Mon
ths
9th May14 day quarantineFirst mentioned
23rd JunePM confirms hospitality may re-open on 4th July
Market Recovery Tracking: Go on a UK holidayTo 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 totake 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.
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 tripQ1a. And when exactly was the last time you did the following activity/activities?
17 1418 16 17 17
21 21 21 24 22 19 16 14
27 26 29 27 26 2734 37
32 34 36 3527 26
41 4249
45 47 4854 54
49 4650 51
45 48
6469 71 68
72 72 74 7268 69
75 7571 68
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
4% 6%
Week 1 Week 2
Proportion been on a UK holiday this year
25%
8%
Jan-Mar Apr May Jun Jul
14%
NET Activity since permitted
This week
Average time beforedoing activity
3.6
Average time sincethe activity last
done
7.4
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
22 22 18 17 17 15 18 22 172118 14
8%
August 2020
18 18
Average anticipated lead time before planning, booking or taking a holiday
5.4
5.5 6.05.7 5.7
6.8
7.3
6.5 6.46.6
5.9
5.4
5.8
5.6
5.3 5.24.8
5.3 5.5
8.79.1
8.78.4 8.4
7.6
7.0 7.2 76.6 6.7
6.2
6.76.4
5.9 6.06.2
6.06.3
7.2
7.7
7.06.8
7.1
6.2
5.65.9 5.8
5.5 5.4 5.25.5
5.7
5.3 5.3
6.1 5.96.2
6.87.3
6.66.4
6.6
5.8
5.45.7
5.45.5
5.1 5.15.3
5.6
6-7 Apr
14-15 Apr
20-22 Apr
27-28 Apr
4-5 May
11-12 May
19-22 May
26-29 May
2-4 June
9-11 June
16-18 June
23-25 June
30 June-2 Ju
ly
7-9 July
14-17 July
21-23 July
28-30 July
4-6 August
11-13 August
Book a flight
Go on an overseas holiday
Book an overseas holiday
Plan an overseas holiday
Average lead times for going on an overseas holiday continue to rise this week, possibly as a reaction to changes in quarantine rules.
Mon
ths
9th May14 day quarantine
First mentioned
3rd JulyQuarantine rules
relaxed
26th JulyNew countries on
quarantine list
Market 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.
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
17 1419 17
13 1418 15
22 20 19 1811 11
27 2530 28
23 2329
24 27 26 26 28
16 19
41 4145 43 43 40
4437 39 38 41 41
34 36
6164 66 64
6962 63 62
58 60 63 61 60 59
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
5% 5%
Week 1 Week 2
Book hotel accommodation since permitted
45%
<1% 1% 2% 8%
Jan-Mar Apr May Jun Jul
16%
NET Activity since permitted
August 2020
This week
Average time beforedoing activity
4.0
Average time sincethe activity last
done
6.8
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020
22 29 24 26 22 28 27 29 252728 25
<1% 1% 3% 12%
31 29
Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
Market 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 thesummer 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.
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
7 5 5 6 5 6 6 85 5 5 3 2 2
13 10 11 10 11 11 12 14 11 10 11 84 5
21 21 23 22 22 23 24 23 21 2218 21
12 15
62 64 64 6569 66
6063
60 61 61 5952
60
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
1% 1%
Week 1 Week 2
Go on an overseas holiday since permitted
28%
2%
Jan-Mar Apr May Jun Jul
2%
NET Activity since permitted
This week
Average time beforedoing activity
6.4
Average time sincethe activity last
done
8.3
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
23 25 26 22 21 24 19 22 212327 22
2%
August 2020
25 24
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?
48
43
27
22
15
14
8
7
7
6
5
3
40
40
30
18
12
15
10
8
6
9
4
8
36
35
27
18
11
11
7
2
3
8
4
9
6-7 April26-29 May11-13 August
A City break
Visiting friends or relatives
To visit a local area or attraction
Beach and resort
Special treat (e.g. romantic stay, anniversary)
Activity and adventure
Sporting activities (watching or participating)
Shopping trip
Party/Function (including wedding, stag/hen do's)
Business reasons (conference, training…)
Winter sports
Other
And where are you planning to go?
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 brackets
Top 5 mentions* (difference with end of May)
Spain (=) USA (France) France (USA)
Greece (=) Italy (Netherlands)
1 2 3
4 5
“”“ ”
On 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.
“”“”
“ ”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 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.
Replying to @TUIUK -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?
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?
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 airports like others? Why aren't we looking at specific regions?
@TUIUKNothing is going to change, re quarantine. I just wanted to rebook to a different destination. Won't be doing that now as Tuihave left it too late. Have arranged UK contingency plan now so will be asking for refund when the inevitable is announced.
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“ ”
How have key hotel brand portfolios been spoken about on social media? - Marriott
54 167,541
22,450
10,483
5,338
32
86
79
68
68
67
52
78*
Net Sentiment Passion Intensity Number of mentions
23rd March 2020– 10th August 2020
*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 Appendix
How have key hotel brand portfolios been spoken about on social media? - Hilton
7241
40
73
15
54
62
0
43*
Net Sentiment Passion Intensity Number of mentions
23rd March 2020– 10th August 2020
*An aggregate NET sentiment based on the brands presented on this slide
169,746
15,821
17,505
12,578
For social analytics methodology and full set of scores for all brands tracked, please refer to the Appendix
Hilton: key themes on social media
Shares
Cleanliness
Lays off 2100 staff
Citigroup research report
Discrimination
Golden globe awards associationDiscounts
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.
How have key hotel brand portfolios been spoken about on social media? - IHG
62
16,613
92,601
20,402
35,296
59
54
20
46
66
58
77
82 73
51*
Net Sentiment Passion Intensity Number of mentions 23rd March 2020– 10th August 2020
*An aggregate NET sentiment based on the brands presented on this slide
72,523
For social analytics methodology and full set of scores for all brands tracked, please refer to the Appendix
IHG: key themes on social media
Price/Shares
Hospitality
Quarantine
Top priority supporting employees and key workersRestaurant
Overwhelmed
President/Caracas
Cleanliness
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.
52
How have key hotel brand portfolios been spoken about on social media?
15 60
64
55
68
49
76
60
55
57
73 69Accor*
Net Sentiment Passion Intensity Number of mentions23rd March 2020 – 10th August 2020
*An aggregate NET sentiment based on the brands presented on this slide
18,465
15,100
39,715
20,470
4,547
7,136
For social analytics methodology and full set of scores for all brands tracked, please refer to the Appendix
After 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.
4.1 4.0 4.13.9
4.3
3.84.1
3.43.2
2.9
2.42.7 2.6
2.01.8
1.5 1.6
1.81.8
5.0 4.74.5
4.64.9
4.7 4.6
4.13.8
3.63.3
3.13.2
2.2 2.11.8 1.8
1.5 1.3
5.2 5.3 5.45.8 5.6 5.6 5.6
5.0 5.0 4.94.6
4.24.5
3.8 3.73.3 3.4
4.4
3.64.34.7 4.5
3.9
4.65.0
4.84.4
3.9 4.23.9
3.53.7
2.92.5
2.32.5
2.92.6
6-7 Apr
14-15 Apr
20-22 Apr
27-28 Apr
4-5 May
11-12 May
19-22 May
26-29 May
2-4 June
9-11 June
16-18 June
23-25 June
30 June-2 Ju
ly
7-9 July
14-17 July
21-23 July
28-30 July
4-6 August
11-13 August
Go shopping or to ashopping mall
Go to a restaurant
Go to the cinema
Go to the gym
Average time before undertaking leisure activities
Mon
ths
Market 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 oflockdown). 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.
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
39 3842
4741
4844 42
4548
53 50
3733
5348
56 5751
5653 53
56 54
6457
4945
67 6974 74
70 69 68 67 68 6672
69
62 60
7277
81 8175 74 75 73 75 72
7975
69 68
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
0% 0% 1% 1%
Week 1 Week 2 Week 3 Week 4
Gone on a shopping trip / to a shopping mall since permitted
76%
12%26%
Jan-Mar Apr May Jun Jul
This week
Average time beforedoing activity
1.8
Average time sincethe activity last
done
4.3
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
17 19 12 14 16 14 16 17 151515
NET Activity since permitted
August 2020
15%24%
Week 1 Week 2
12%
31%
16
28%
17 21
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, withforward intentions significantly stronger than for neighbouring sectors.
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
3528
35 33 34 3339 36 33
4248
5254 5048
4250 48 47 49 49 50 49
5359 60 62 6264 64
69 67 6670
66 67 70 6771 68 70
7476 7579 76 76 78 75 76 78
7378 79 79 80
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
19%28%
Week 1 Week 2
Gone to a restaurant since permitted
85%
22%
Jan-Mar Apr May Jun Jul
36%
NET Activity since permitted
This week
Average time beforedoing activity
1.3
Average time sincethe activity last
done
3.6
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
18 23 17 20 17 20 21 19 182119
August 2020
16
22%
17 16
“ ”
“ ”10.5 million uses of Eat Out to Help Out in the first week alone! Considering that’s across only 3 days as well, it’s fair to say this policy has been a howling success!
“ ”
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.
“ ”“
”
“ ”Rishi's Dishes have been a great success! Eat your heart out to help out!
“ ”All the “experts” couldn’t wait to say @RishiSunakeat out to help scheme was a white elephant - I’m pleased it’s been a run away success so far with many restaurants fully booked & trades up on this time last year.
Yesterday was one more day eligible for "Eat out to help out". At my local Nandos past lunchtime queue was 3 hours waiting length.
I fully understand the underlying concerns but, have to say the eatout to help out scheme has been a rip roaring success in Chester, you literally can't get in many restaurants without booking.
I mean how can I not take part in the eat out to help out scheme.
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.
Market Recovery Tracking: Go to the cinema To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
After last week’s sharp decline, forward intentions for cinema visits recover somewhat. With a number of films such as Mulan due to have been released earlier in the year having gone straightto streaming services, many films scheduled for release from mid September onwards (such as King's Man and Dune) have kept their original release dates in the hope that once re-openedcinema attendance may pick up.
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
15 1417 17 15
1118
1418
12 13 12
4 6
22 2227 26 26
2228
23 2419
22 22
1014
42 45 45 45 4439
43
3539
3539 37
2329
52
60 58 60 5853 54
4752
4650 51
3742
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
0% 1%
Week 1 Week 2
Gone to the cinema since permitted
57%
2%
Jan-Mar Apr May Jun Jul
2%
NET Activity since permitted
This week
Average time beforedoing activity
3.6
Average time sincethe activity last
done
6.8
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
24 22 22 21 21 25 29 29 302725
August 2020
24
2%
33 28
“”
I mean I'm perfectly comfortable going to the cinema as the UK is pretty much out of lockdown But like Most of the world isn't?? It just seems like poor timing for most?
On social media: despite some enthusiasm to return to cinemas, there is still concern of the consequences, many fearing a second wave. Once cinemas re-open and reviews start coming in, the hope is that this may encourage others to follow.
“”
“ ”
“”
In the UK they basically are. I know cineworld opened. It would depend on where you live. We’ve already been through the worst of it basically everything is open and it’s easy to social distance in a cinema since there are designated seats.
Idk if I should go or not. usually my cinema is empty anyway so it wouldn’t be that big of a risk but idk if iI want to put myself in that situation especially since the uk are expected to have another spike
You do realise that the UK Government has decided in its infinite wisdom to make wearing a face covering in the cinema compulsory from tomorrow?? I'd delay that film guys as nobody in their right mind will go to the cinema for the foreseeable future“ ”
Tbh even if cinemas are open, I live with someone who was high risk, there’s no way I would feel comfortable going to a cinema until I’ve gone back to uni, moved out, and no longer live with my Mum whose vulnerable. Uk is gearing up for round 2 we’re no South Korea BH.
“ ”I’d imagine you can try to eat popcorn with your mask on although you’ll find popcorn all over the floor which then requires more unnecessary extra cleaning
“ ”In the UK we will have to wear face coverings in the cinema as well as socially distance. While it is for health and safety reasons, these measures will impede on the cinema experience that I so love “ ”
Big hit, the US has 4 million cases and is getting more by the second, the UK is planning to close down other stores for school to start. So many countries are struggling with the pandemic, we can't risk going into a cinema
“ ”August 26th apparently. Too soon for the UK. However much I desperately want to see this wouldn’t feel safe in a cinema yet.
Market Recovery Tracking: Go to the gymTo what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
Like many of the other indoor facility businesses, gyms are sensitive to spikes in concerns about infection rates and the possibility of a second wave. The incidence of those going to thegym remains a small fraction of ‘normal’ levels. The forward outlook currently suggests that participation will still not have recovered fully by Q2 2021.
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
13 14 15 16
11 1115
13 13 1317
139 10
19 20 2123
18 1821 20 19 19
2420
14 14
2830 30 30
2725
2826
24 25
3026
19 20
3437 37 36
3432
34 34
29 29
3532
26 27
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
Gone to the gym since permitted
31%
0% 0% 0% 4%
Jan-Mar Apr May Jun Jul
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
11 12 10 10 14 11 12 16 161110
When the activity will next be done
10This week
Average time beforedoing activity
2.6
Average time sincethe activity last
done
6.0
3% 4%
Week 1 Week 2
NET Activity since permitted
4%
14
4%
August 2020
16
Transport
By end of August 2020
Market Recovery Tracking: Book a flight To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
Flight booking continues its fairly slow recovery with the overall incidence of those who have done so since April virtually unchanged from last week. Plans to book a flight are lessoptimistic than previously for the remainder of the year as airlines are looking to reduce their flight schedules for September and October and uncertainty grows about whichcountries might be added to the UK quarantine list.
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
1410
13 12 11 912 11 10 10 8 6 5 4
19 1720 19
16 1619
15 15 15 13 138 9
3330
34 32 31 30 32
24 24 24 25 2521 20
5661 60 58
64
56 5550
53 51 5350
4752
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
1% 1%
Week 1 Week 2
Have done the activity since permitted
29%
<1% 3% 2% 5%
Jan-Mar Apr May Jun Jul
11%
NET Activity since permitted
August 2020
This week
Average time beforedoing activity
5.5
Average time sincethe activity last
done
7.6
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
25 25 23 21 23 25 25 25 27
<1% 3% 5%
2526 28 29
8%
26
Market Recovery Tracking: Take the busTo what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
Similar to flight bookers the overall incidence of bus users remains consistent compared to the previous week even though the share of those who have taken the bus this week ismarginally higher. The challenge, it seems, is to convince those who used the bus before lockdown but have not done so again since that bus usage is safe again – of which the ‘COVIDConcerned’ segment is a considerable proportion.
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
26 2631
35
28 26 26 2630
34
26 28 28 27
37 3639
42
35 3336 34
39 40
3336 34 35
45 47 4954
43 4448
4347 48
39
4642 44
5157 58 59
53 5258
53 55 5549
5549
53
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
14% 15%
Week 1 Week 2
Have done the activity since permitted
65%
7% 8% 7%17%
Jan-Mar Apr May Jun Jul
28%
NET Activity since permitted
August 2020
This week
Average time beforedoing activity
2.1
Average time sincethe activity last
done
4.2
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later By end of December 2020
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
16 20 15 14 16 16 16 18 201616 16 18
7% 9% 11% 21%
15
Market Recovery Tracking: Take the train To what extent is consumer participation in each activity sector recovering to ‘normal’ levels?
Growth in rail usage resumes again as more COVID Cautious Travel Activists take the train. Lead time to the next planned train journey, however, is unchanged from last week.
Q12. Given what you know today, when do you anticipate doing the following? Base allQ1a. And when exactly was the last time you did the following activity/activities?
By end of December 2020
25 2326 28
2219
22 24 24 2320
2519 17
36 36 35 3632
2733
36 3429 31
35
26 28
46 4853 52
44 4247 47 47
4144
49
40 41
5662 64 63
57 5559 58 57
52 54
61
52 54
11-12 M
ay
19-22 M
ay
26-29 M
ay
2-4 June
9-11 June
16-18 Ju
ne
23-25 Ju
ne
30 June-2
July
7-9 July
14-17 Ju
ly
21-23 Ju
ly
28-30 Ju
ly
4-6 August
11-13 Aug
ust
6% 9%
Week 1 Week 2
Have done the activity since permitted
59%
4% 4% 6%12%
Jan-Mar Apr May Jun Jul
17%
NET Activity since permitted
August 2020
This week
Average time beforedoing activity
2.8
Average time sincethe activity last
done
5.1
When the activity will next be done
Planning on doing it but don’t know when By end of April 2021 or later
By end of August 2020By end of September 2020Activity is permitted
Activity is not permitted%
NET participation since pandemic / activity permitted
20 21 20 16 22 21 21 23 262122 19 24
3% 5% 7% 16%
20
4.9 4.9 4.94.5 4.7 4.7 4.8
4.3 4.1 4.24.0
3.83.4 2.9
3.12.7 2.8 2.8 2.8
4.2 4.44.0 3.8
4.44.0 4.2
3.63.0
3.43.1 3.3 3.3
2.5 2.12.4 2.3 2 2.1
5.4 5.56.0
5.7 5.7
6.87.3
6.5 6.4 6.65.9
5.45.8 5.6 5.3 5.2
4.85.3 5.5
6-7 Apr
14-15 Apr
20-22 Apr
27-28 Apr
4-5 May
11-12 May
19-22 May
26-29 May
2-4 June
9-11 June
16-18 June
23-25 June
30 June -2
July
7-9 July
14-17 July
21-23 July
28-30 July
4-6 August
11-13 August
Take the train
Take a bus
Book a flight
Average time before taking the bus, train and booking a fight
9th May14 day quarantine
first mentioned
Mon
ths
3rd JulyList of quarantine free countries announced
The headwinds for air travel show no sign of abating. Sluggish demand (linked to continued consumer fears about the virus / quarantine concerns) has been met by cuts in airline schedules. The result is another week of lengthening lead times.
“ ”
Net Sentiment towards British Airways nose-dives as redundancy notices are made public
“ ”“ ”Well Willie Walsh you must be over the moon you’ve achieved a life long goal that is to destroy a once iconic British brand along livelihoods of thousands well done !the suffering you’ve caused hope you will never enjoy the blood money you’ve taken @British_Airways @BaBetrayal
Another Blackmail by British Airways towards its staff. “Sign before the 17th & we’ll give you staff travel”. Amy & Alex are putting again pressure and forcing staff to give up their existing contracts. Hang in there & do not sign anything! @BaBetrayal @BASSA_2000
Are you aware @nytimes @British_Airways#WillieWalsh has made approx 10k+ staff and a union chairman redundant in one week. @BorisJohnson has ignored it for 16 weeks and is on holiday in Scotland.
“ ”So yesterday I got 'kept on' by @British_Airways Well actually, I got a notice of termination of my contract wrapped up as a job offer with a massive pay cut. But hey, why get bogged down with semantics. #BAbetrayal#NationalDisgrace #fireandrehire @BaBetrayal
“ ”Really sad for all the BA staff who just got shafted today. @British_Airways you are an absolute disgrace and don’t deserve their loyalty in the end #BAbetrayal
-60-50-40-30-20-10
010
Aug-04 Aug-05 Aug-06 Aug-07 Aug-08 Aug-09 Aug-10
British Airways - Net Sentiment on Social Media
7th August - redundancies were shared with BA staff
“ ”The way @British_Airways are treating the crew is disgusting. Time to #boycottbritishairways
“ ”British Airways employment pplicy stinks, I will never ever fly BA again. Disgusting!!!!
How have long haul airlines been spoken about on social media? 23rd March 2020– 10th August 2020
-15
Net Sentiment
6
18
Passion Intensity
42
36
87
Number of mentions
45 100
496
28
3
74
90
400,558
77,980
138,751
149,002
294,090
27,992
865,297
For social analytics methodology and full set of scores for all brands tracked, please refer to the Appendix
Virgin Atlantic: key themes on social media For Virgin Atlantic, themes relate to advice on travel, refunds and the potential restart of flights this summer and later in 2021. As for many airlines, there is significant conversation around VA’s financial challenges, a rescue plan (UK) and filing for bankruptcy protection (US) .
Resuming flights 2021
Contact
Consortium/Delta Air/Stobart stakes
National Health Service
Travel advice
Coronavirus
Bankruptcy/Creditors/Chapter
Refund
Restart
Timeframes/Refund/Processed
Pandemic bankruptcy
British Airways: key themes on social media
Email/Cancelled
Singapore Airlines/Lufthansa
Coronavirus/Quarantine
#COVID19
Heathrow/Gatwick July 25
Biggest Operator
Landing slots/Firing
Staff cuts
@Heathrowairport
#Babetrayal
Fire and Hire plans
#Bastopthinkagain
Devastating impact
Support for BA staff
British Airways dealt with similar issues relating to quarantining arrivals, cancellations and minimal flights during the lockdown. BA has made mass redundancies as it seeks to steady the ship – inevitably leading to negative word-of-mouth / keyboard – most notably the #BABetrayal movement.
How have budget airlines been spoken about on social media?
43
61
498,724
434,242
Net Sentiment Passion Intensity Number of mentions
-3
-18
23rd March 2020– 10th August 2020
For social analytics methodology and full set of scores for all brands tracked, please refer to the Appendix
44
How have airports been spoken about on social media?
51
88
68
Net Sentiment Passion Intensity Number of mentions
-13
1
-17
58
23rd March 2020– 10th August 2020
18,837
148,438
1,432,545
54,931
For social analytics methodology and full set of scores for all brands tracked, please refer to the Appendix
Heathrow: key themes
Corporate greed - BA
Aviation
#Fireandrehire plan
Social distancing
Vouchers/Refunds
#Handbacktheslots
Cancelled flight
Customer service
China flights
Passengers/Attendants
Profits and return
Contact details
Support/board/care
Coronavirus
Temperatures
As an airport to many of the larger airlines, themes associated with Heathrow Airport relate to #BaBetrayal that was widely conversed online and within the media alongside major airports. Alongside this, the airport has dealt with refunds, cancelled flights, as well as ensuring safety through COVID safety measures as flights resumed.
Personal and business finances
As the UK enters deep recession, consumers’ financial circumstances are in fact better than at the start of lockdown and in comparison to the 2008/9 crisis. But for how long?
Q17: If you had to choose, which ONE of the following statements would best describe your feelings about your own situation, right now?Q18: Some people are just naturally cautious with money. Others have become cautious, because of their financial situation during the coronavirus pandemic. Which one of the following best describes you?
7
29
19
29
16
9
37
16
23
15
I’m one of the lucky ones – I’m actually better off than before
I’m alright – the coronavirus pandemic has not really affected me and I’m pretty confident that it won’t
I’ve been hit hard
I’m cautious - I’m just naturally cautious with money
I’m cautious - impactedWeek 3
Week 21
I’m one of the lucky ones – I’m actually better off than before
I’m alright – the coronavirus pandemic has not really affected me
and I’m pretty confident that it won’t
I’ve been hit hard
I’m cautious - I’m just naturallycautious with money
I’m cautious - impacted
Personal feeling about own current situation - segments
2008/2009 Financial CrisisAverage across 6 Waves ofBVA BDRC’s Project Mars
4%
23%
35%
20%
17%
Meanwhile businesses are already grappling with survival measures
We consulted our Business Views community to understand the mood, emotions and anticipated actions in light of the news that the UK has entered the worst recession on record. While some are clearly more resilient than others it is anything but ‘BAU’ for the majority of businesses; even those feeling relatively upbeat at present are treading carefully, mindful of the challenging times ahead. Stringent cost controls will have a knock-on effect for service providers but there is likely to be an opportunity for any brands in a position to provide guidance and help businesses navigate turbulent circumstances or adapt their current business model.
Business response to news about the recession
Source: BVA Business Views CommunityIn light the news about the recession, what score between 0 and 10 would you give for how you are feeling at the moment about your business? Which emotions are you feeling as a result of this news? What actions or activities might you take to try and minimise the overall impact of the recession on your business?
Anxious / concerned / pessimistic / guilty disconnected
Fed-up / tired / indifferent / apprehensive / vindicated
Wary / hopeful / determined / sympathetic to others
Mood
Feelings
Bad6 of 35
Neutral14 of 35
Good15 of 35
RedundanciesLooking for new ventures
Cost + credit control / marketing + customer acquisition / striving to deliver value / closer management / better forecasting / innovation and diversificationActions
““
“““
Comments from the Business Views community highlight the melting pot of emotions and determination to adapt wherever possible
Source: BVA Business Views CommunityIn light the news about the recession, what score between 0 and 10 would you give for how you are feeling at the moment about your business? Which emotions are you feeling as a result of this news? What actions or activities might you take to try and minimise the overall impact of the recession on your business?
What will my long term future look like? Do I need to think of completely new services and say goodbye to my favourite work? Emotions: sadness, but also some happy anticipation; possible excitement. Then I feel sort of worried too. In short, emotions are mixed an they go up and down.
[Management Consultancy, sole trader]
I have a loss of interest in today’s world. I will just walk away.
[Non for profit organisation, 100-199 employees]
I will almost certainly have to make some redundancies. I need to start shopping around for another supplier in the hope of saving money and improving availability. Making protective screens for shops and reception areas has kept the business ticking over throughout the pandemic but for the most part it's been rush orders, minimal appropriate materials and manpower so I want to improve and increase the product line and target all our potential customers asap. I will also spend more time talking to other business owners to see if there are any ways we can help each other through this time.
[Manufacturing, 11-49 employees]
Not surprised as output has been low, I am concerned and worried about the future as I cannot see a plan from the Government and still don’t know about BREXIT deals. We have expanded our sales department to expand the circle of customers around the world. We have tightened our Credit control to ensure we have a handle of our outstanding invoices. We are in the process of examining all the external services we use for price and need.
[Manufacturing, 100-199 employees]
We are unable to do any events – we’ll just prolong the recovery until common sense relaxes the rules. But we will make staff redundant.
[Hospitality, 3-5 employees]
58
How have banks been spoken about on social media?
7 47 215,860
161,746
63,683
61,975
53,500
44
71
27
18
49
57
59
Net Sentiment Passion Intensity Number of mentions
23rd March 2020– 10th August 2020
The neobanks have consistently led the charge on social media, however Nationwide proves that it is possible to achieve similarly strong sentiment, on a par with Starling, yet with a very different proposition and business model. ‘Big banks’ Barclays and NatWest are some way behind in comparison.
For social analytics methodology and full set of scores for all brands tracked, please refer to the Appendix
Starling: key themes
Transaction fees
Fintech
Account, credit checks and unauthorized transactions
Other challenger banks (Monzo, Revolut)
Coronavirus Business Interruption Loan Scheme (CBILS)
Opening an account
Mobile app
Shaping Fintech/conference
Conversation about Starling has balanced recognition of the brand’s contribution to shaping the future of banking, with fundamental product features such as its stance on transaction fees or the provision of CBILS – the latter credited with contributing to a ‘transformational period’ for the bank.
Barclays: key themes
Dividends to shareholders and Bounce Back scheme
Home owner loans
Business support from Barclays during covid-19
Customer service
Barclays’ dedication to help customers during covid-19
Former Barclays’ bosses cleared of fraud
Mobile app and queries
Online transactions and technical issues
Many of the big banks benefited from a halo effect as a result of the launch of consumer and business coronavirus support measures, and Barclays is no exception, however fervent discussion about technical issues (particularly the app) dilutes overall sentiment
Appendix
What is a market segmentation?
Who to TARGET
How to ACCESS
them
How to ATTRACT
them
How to RETAIN them
How to MAXIMISE
SPEND
The market segmentation will tell you…
WHERE HOW
Segmentation provides a structured way of looking at the market, providing clear, granular information about each group to plan from
Methodology
Survey of ConsumersNationally representative online survey, conducted weekly. This week we surveyed 1,759 British adults.
During the first 8 weeks of tracking, our otherwise nationally representative survey filtered on people actively engaged in two of the following sectors:
1. Public transport / mass-transit
2. Visitor attractions
3. Hotels & paid-for accommodation
From Wave 9 onwards, we have not filtered on engagement with these sectors, but provide a directly comparable sub-sample of those who would have met the equivalent criteria.
For ease of reference in our reporting we use two icons to distinguish between the two audiences:
Social media analyticsWith customers increasingly communicating directly with organisations and their peers through online channels, these conversations cannot be ignored in the assessment of the COVID-19 crisis on brands.
Our social analytics capability gets closer to the conversations happening in the online space, by listening to how brands are talked about across social media and how brands’ reactions to the situation is viewed online.
Rigorous content cleaning and checks are set and regularly reviewed to ensure data quality. The analysis is focused primarily on conversations around the coronavirus over the past week.
= ‘Travel Activists’ (based on the definition above and used in Waves 1 - 8)
= ‘All UK Adults’ (nationally-representative)
Similar to the quantitative survey, social media will be analysed on a weekly basis. For this report we’ve examined:• 15,916 posts for the transport sector• 11,795 posts from the leisure sector• 7870 posts from the hospitality sector• 14,931 posts from the financial sector
Methodology
Social media analytics – Brand Analysis Social media content was analysed from the time periods of 23rd March 2020– 10th August 2020, with AI theme discovery Feb 17th-Aug 17th
The data depicts the following:- Net sentiment
- Passion Intensity
- Number of mentions
- Number of posts
- AI theme discovery
Content analysed: The net sentiment, passion intensity, number of mentions and number of posts are social media conversations that are taking place on earned channels. All AI theme discovery uses ALL content from both earned, partnered and owned channels.
Language coverage: No geographical restriction is applied but the conversation is filtered on the English language only (exception of AI theme discovery). All other languages are not present in the main analysis.
Net SentimentHow positive the online discussions are. A Net Sentiment score of +100 means that all opinions of the brand are positive while a score of -100 means that all opinions of the brand are negative. Net Sentiment deducts the proportion of negative discussions from the proportion of positive discussions
Passion Intensity How passionate are social media users towards each brand. How emotionally charged the customers’ feelings are, whether positive or negative. For instance, words such as awesome, delight and exceptional, are considered as strong positive emotions while words such as adequate, appreciate and appropriate, are considered as weak positive emotions.
AI Theme Discovery:The first auto-discovery insights tool in the social listening space for discovering themes associated with a given brand. This is based on all content in all geographies. It was analysed over a period of the last 6 months.
Sentiment – Summary table – Brand Analysis23rd March 2020– 10th August 2020
Net Sentiment Passion Intensity Number of mentions
Hampton Court Palace 98 100 21,766Thatchers 90 20 8,417Kew Gardens 86 60 48,049Courtyard by Marriott 86 68 22,450Sea Life London Aquarium 84 100 724Crowne Plaza 82 72 16,613JW Marriott 79 67 10,483Novotel 76 65 20,470Mercure 74 49 4,547Hilton Garden Inn 73 62 15,821Legoland Windsor 70 28 6,020AC Hotels by Marriott 68 52 5,338Heineken 62 56 86,650English Heritage 60 82 35,008Best Western 60 56 18,465IHG 59 62 72,523Starling 59 58 53,500Manchester Airport 58 68 54,931ibis 58 53 7,136Nationwide 57 27 161,746Kensington Palace 56 54 201,303Premier Inn 55 69 15,100Tower of London 55 75 63,951Holiday Inn 54 66 92,601
Net Sentiment Passion Intensity Number of mentions
Monzo 49 71 63,683InterContinental 46 77 20,402Emirates Airline 45 100 400,558Hilton 41 72 169,746DoubleTree by Hilton 40 54 17,505National Trust 39 44 135,270Marriott 32 54 167,541Singapore Airlines 28 74 77,980Holiday Inn Express 20 58 35,296Etihad Airways 18 87 138,751NatWest 18 44 61,975Travelodge 15 60 39,715Hampton by Hilton 15 0 12,578Barclays 7 47 215,860Virgin Atlantic Airlines 6 36 294,090Qantas 6 49 149,002Cathay Pacific 3 90 27,992Gatwick Airport 1 44 148,438EasyJet -3 43 498,724Heathrow Airport -13 51 1,432,545British Airways -15 42 865,297London City Airport -17 88 18,837Ryanair -18 61 434,242Chessington World of Adventures Resort
-48 48 14,044
Attractions and leisure Hotels Transport
Banks Media
Contact
Matt CostinManaging Director
Tim SanderDirector
Alice WellsResearch Executive
Caroline AhmedDirector
Jon YoungDirector
Thomas FolquéAssociate Director
James BlandDirector
Max WilleyDirector
07772 605 303
07875 148 051
07980 712 563
07919 383 728
07875 685 838
07989 165 658
0207 490 9130
0207 490 9139
Hannah SmithJunior Research Executive
0207 490 9166
Suzy HassanManaging Director
07795 662 548
Diana MeternaSenior Research Executive
0207 490 9149