Tracking Consumer Sentiment on the Impact of COVID-19 … · On 12/5, intentions to go shopping were at their lowest. On 25/5, the UK government announced opening dates for UK retail,

Tracking Consumer Sentiment on the Impact of COVID-19

Weekly Update – 9th June 2020

Travel & Mobility, Leisure & Hospitality, Personal finances

IntroductionIf a week really is a long time in politics, it doesn’t show in this week’s data. Our national mood

in the UK has barely changed, our confidence in the British Government hasn’t shifted at all. For

the first time since our tracking began, there has been no decline in the percentage of Britons

expecting life to return to normal this year. As we write this summary, though, we are

collecting the data for week 12 and with the intervening days dominated by protest and unrest

(in the Anglophone world, at least) one has to wonder if this simply reflects calm before yet

another storm.

As noted in this column last week, governments are in an unenviable position. Release

lockdown too quickly and risk a second wave or maintain the distance and risk prolonging the

economic pain. And distance is likely to be a key word, with much of the hospitality sector

unlikely to be able to re-open if two metres is not shortened to one.

Almost regardless of that, though, there is further turmoil on the medium-term horizon.

Despite the extension of the Job Retention Scheme, the announcement that it will definitely

end has prompted some firms to begin redundancy, restructuring or large-scale renegotiation

processes in the last couple of weeks. The hospitality sector is crying out for support, and while

it might be one over the eight right now, its people and suppliers look likely to share the

hangover.

Matt CostinManaging Director, BVA BDRC

Suzy HassanManaging Director, Alligator Digital

On the topic of hospitality, the change in weather (hope you enjoyed the summer, by the way)

seems to have brought a change in intentions. After two weeks of growth, the momentum

behind domestic holiday-taking has slowed (although anticipated lead-times to booking

continue to shorten), while overseas holidays and aviation appears to be gaining some much

needed traction.

A shift from long- to short-haul perhaps provides opportunity for our nearest neighbours to

attract more of us to their shores – assuming they want us, of course. We’re yet to see serious

shifts in hotel booking intentions, but is this a demand issue or a supply one? The re-opening of

shops is being rewarded in our data with an increase in intentions to visit them. The directive

to return to work is seeing increases in intended bus and train usage. Might that be as much

about availability as desire?

Stay tuned and stay safe!

Executive Summary

‘Ownership of the customer’ is all to play for

Ownership of the customer is all to play for – direct channels and OTA/meta sites seem equally as favoured, and there’s perhaps opportunity to gain share with enhanced messaging around cancellation and amendment.

Is supply or demand the driver in anticipated activity in these key ‘on the move’ sectors?

On 12/5, intentions to go shopping were at their lowest. On 25/5, the UK governmentannounced opening dates for UK retail, and with less than 7 days to go until all non-essentialretail is allowed to open, we’ve recorded 4 weeks of growth in intention to goshopping. Demand is partly linked to perceived availability and the public will react – andpotentially return – when other sectors re-open as well.

A third of investors have seen their portfolio decline in value

Last week’s report revealed the extent to which all segments, including the wealthiestconsumers, are seeking greater value for money from their financial products. Although thesemore affluent audiences have more of a savings and investment cushion, it is also evident thatsome of this cushion is eroding. It remains to be seen whether this begins to have an impact onspending intentions in sectors that rely upon discretionary spend – including travel and leisure.

The start of a gradual re-balancing of domestic towards international travel?

Anticipated lead times for domestic holiday bookings continue to shorten, but it isinternational holidays and flight booking intentions which have seen greatest momentum inthe last couple of weeks. This may be down to some combination of possible softening of thegovernment’s line on ‘quarantine’, as well as gradual improvement in flight availability……and a return of traditional British weather!

Short haul destinations the key beneficiaries

While international holiday intentions are on the rise, there has been a net shift of (at least)13% away from intention to travel to long-haul destinations towards intentions to travel toshort-haul destinations. Combining favoured and considered accommodation categories seesindependent hotels top the category league table, closely followed by private rental andbranded hotels.

On the big headline metrics, it’s ‘as you were’ this week

It’s “as you were” on a number of the headline mood measures this week, with no change inour confidence regarding the government’s handling of the crisis, no change in ourexpectations of when normality will return and only the smallest of changes in our averagemood. Marginally more of us think the worst is still to come, but still more than 25% of usthink the worst has passed.

Contents

Page No.

The mood of the nation 5

Travel and leisure 11

Transport 30

Personal finances 35

Appendix 39

The mood of the nation

The average mood of the nation remains steady, dipping very slightly this week.

Q5: How would you rate, between 0 and 10, your mood today? (%)

16

25

42

17

9-10 ratings 7-8 ratings

5-6 ratings 0-4 ratings

59% 7-10 ratings

2-4 June 2020

Average mood

6.6

41%0-6 ratings

2-4 June

6 6.1 6.16.5 6.7 6.6 6.7 6.7 6.7 6.7 6.6

23-24March

30-31March

6-7April

14-15April

20-22April

27-28April

4-5 May 11-12May

19-22May

26-29May

2-4 June

Average mood week-on-week(UK Adults)

Confidence in the UK government’s handling of the crisis is unchanged this week, with national opinion evenly split.

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? (%)

56

6763 64 61 63 66

47

53

48 48

42

3137 35 38 36 33

52

46

51 51

2 2

11 1 1 1 2 1 1 1

23-24 March 30-31 March 6-7 April 14-15 April 20-22 April 27-28 April 4-5 May 11-12 May 19-22 May 26-29 May 2-4 June

Don’t knowNET Not confidentNET Confident

The country is slightly less positive on the UK Coronavirus situation this week. The incidence of those who feel that the worst is still to come is on par with levels seen 3 weeks ago

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

14 14 18

29

44 45 43 45 43 39 38

-5 6

10

18 25

33

19 24

29 27

23-24Mar

30-31Mar

6-7Apr

14-15Apr

20-22Apr

27-28Apr

4-5May

11-12May

19-22May

26-29May

2-4June

The worst is still to come

Things are going to stay the same

The worst has passed

As more restrictions are lifted in France and as the country gradually re-opens, there is a sharp improvement in perceptions of the crisis - with sentiment now more positive than in the UK. For the first time this week, our colleagues in Paris report that a greater proportion of their compatriots feel the worst has passed than feel the worst is yet to come.

COVID 19 situation in France (Data courtesy of BVA France)

8477

51 47 49 47 43 43

33

281319

37 38 36 34 3837

39 40

3 412 14 16 19 19

2028

31

23-M

ar25

-Mar

27-M

ar29

-Mar

31-M

ar02

-Apr

04-A

pr06

-Apr

08-A

pr10

-Apr

12-A

pr14

-Apr

16-A

pr18

-Apr

20-A

pr22

-Apr

24-A

pr26

-Apr

28-A

pr30

-Apr

02-M

ay04

-May

06-M

ay08

-May

10-M

ay12

-May

14-M

ay16

-May

18-M

ay20

-May

22-M

ay24

-May

26-M

ay28

-May

30-M

ay01

-Jun

03-Ju

n

For the first week since this question debuted, there is no decline in the proportion of Brits expecting normality to return this year!

2%4%

10%

13%

23% 22%

19%

5%

2%

2%6%

16%

29%

52%

74%

93%98% 100%

0

0.2

0.4

0.6

0.8

1

1.2

1.4

0%

5%

10%

15%

20%

25%

Jun-20

Jul-20

Aug-20

Sep-20

Oct-Dec

2020

Jan-M

ar 20

21

Later

2021

2022

or la

terNev

er

This week (11) cumulative %

Week 10 cumulative %

Week 9 cumulative %

Week 8 cumulative %

Week 7 cumulative %

Week 6 cumulative %

Week 5 cumulative %

Week 4 cumulative %

Week 3 cumulative %

…meaning the country is still pretty evenly split with only just over half of us thinking we’ll get back to normality this year

This year Next year

Q16: Given what you know today, when do you think life will return to something close to normal?

69% 66% 53% 46% 35% 33% 32% 29% 29%

Week3

Week4

Week5

Week6

Week7

Week8

Week9

Week10

Week11

Total % Expecting Normality by…

86% 81% 73% 69% 59% 55% 54% 51% 52%

Week3

Week4

Week5

Week6

Week7

Week8

Week9

Week10

Week11

1% 1% 1% 1% 2% 3% 3% 2% 2%

Week3

Week4

Week5

Week6

Week7

Week8

Week9

Week10

Week11

September 2020 This year Never

From social media: key themes underlying positive and negative sentiment this week

”“An excellent example of resilience during times of #Covid_19: @pizzapilgrims pivoting to £15 frying pan pizza kits; the first 50 sold out in 20 seconds, and the company is now considering opening up a second of its 13 restaurants to satisfy demand

# Innovation ”“Quiet streets of #Manchester today. I saw more cyclists than cars and could actually appreciate

the #architecture of this great city. Can #COVID19 can be the catalyst for #environment

change? #GMCA #CleanAir

# The future

”“Never been to a @BestWesternGBhotel watching #insidebestwestern

want to stay at The Bell Driffield – it looks amazing

# Innovative ways to gain customers

”“@hotelsdotcom be a travel leader. Your refund policy is a joke. You offered me a refund & then

backtracked & now a voucher for 12mths.

# Loss of service continuity ”“@Ryanair I requested a refund 6 weeks ago and then I received a voucher. 5weeks

later & I am still waiting for my money, this is UNACCEPTABLE!

# Loss of service continuity ”“#BritishAirways well known brand also excellent customer service skills. We are highly trained

individuals, wearing the uniform with pride No excuses to take advantage of the #COVIDー19 to

reduce our pay by 65% also no terms & conditions.

# Failing systems

”“So public parks which have no access control, can open, but zoos which have

gates and can easily control their numbers , remain close. Another example of the

clueless, directionless, bumblings of this inept government

# Failing systems

Travel and leisure

While overall intention to have a day out at an attraction has plateaued, anticipated lead-times have shortened by just over 3 weeks (over the last 2 weeks of reporting)Go on a day out to a visitor attraction

Q12. Given what you know today, when do you anticipate doing the following? Base all

Planning on doing it but don’t know when

This week

Within the next month

Within the next 6 to 12 months Within the next 3 to 6 months

Within the next month to 3 months

4 3 4 4 3 5 2 2 3 6 67

16 13 11 16 14 17 1222 21 2110

25 27 2529 27 25 33

27 27 2629

21 2319

20 24 23 1918 16 15

33

22 2124

21 2219 20

24 21 228287 87

8390 92

87 8694 91 90

23-24 Marc

h

30-31 Marc

h

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June

Average time before the activity

4.2 months

This week


2.4 months

View online content for a visitor attraction

Not planning on doing it

Total planning to do the activity Total planning

to do the activity

32 29 23 26 25 27 31

13 1414 12 13 12 10

13 1413 10 13 9

12

8 510

7 76

8

1312 13

1517

1414

7873 72 70

7568

75

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June

There has been an uptick in desire to visit indoor attractions since mid-May, but average lead times remain higher than the attraction average of 4.2 months

q12bnewr: X- And when do you anticipate doing the following

3 2 0 16 3 2 6

109 10 8

911 8 9

1110

1011

27-28April

4-5 May 11-12May

2-4 June4 2 1 2

11 7 7 13

2223 24

20

23 2716 15

22 20 31 25

27-28April

4-5 May 11-12May

2-4 June2 0 0 13 4 2 5

13 10 11 10

11 14 10 11

23 1820

21

27-28April

4-5 May 11-12May

2-4 June

5.7 months5.0 months5.4 months

Total planning to do the activity


Visit an indoor play centre Visit a museum/gallery Visit an aquarium

34




79


47




Within the next month to 3 monthsNot planning on doing it

40

81

52

30

78

4335

75

48

The intention to visit a country park or scenic area is more than double a month ago, reflecting the impact of government guidelines shifting. Theme parks and zoos have experienced a modest increase in interest

q12bnewr: X- And when do you anticipate doing the following

1.8 months

Go to a country park or scenic area

20 2032

4422 22

20

2321 1720

1013 186

614 13 18 13

27-28April

4-5 May 11-12May

2-4 June


3 1 1 24 2 1 7

1313 14

11

1517 14

15

2616 18 14

27-28April

4-5 May 11-12May

2-4 June4 2 0 14 3 2 7

12 13 15 11

18 16 11 13

2220

2124

27-28April

4-5May

11-12May

2-4June

6.2 months 5.8 months

Total planning to do the activityTotal planning

to do the activity

Visit a zooVisit a theme park



49

90


52





91

63 60

96

48 49

96

4956

With some parks and gardens re-opening, there is frustration with the delay in enabling zoos to follow suit

“”“

”

Forcing zoos and farms attractions to remain closed is having a devastating impact on small businesses like ours. If allowed to open now on a restricted basis we can offer an entirely open air experience for small family groups with all necessary precautions

I feel sorry for the zoos now that lockdown is easing. You could open in my book with limited pre bought tickets, timed and with sensible social distancing. Obviously there is a lot of organisation needed but I am sure you have the people to do this.

Pre-bookable admissions, limited numbers, public kept to open places. This shouldn’t be difficult to manage and zoos desperately need the income.“ ”

I want to know why wildlife parks can't open when shops, schools, markets, sports can. I volunteer at our 140 acre zoo. It’s huge, & zoos & parks are even bigger than that. all prep is underway & social distancing won’t be a problem. It’s insane.“

”

Can you please find someone in the government to ask about why zoos cannot yet open when national trust outdoor areas can and beaches can. They can limit their numbers and have loads of space as well as being unable to claim the zoo support as they are too big!

“”

Intention to take a UK holiday dips for the 2nd consecutive week, but anticipated lead-times for planning and booking continue to shorten

Plan a UK holiday



This week




5 7 6 7 4 4 6 412 11 128

11 10 8 13 11 11 16

20 24 209

21 2421 21 23 2225

1820

1728

1720

1822 24 23

22 1814

1730

28 2227

25 23 2220 23 19

197882 82 81

85 85 8287 90 88

84

23-24 M

arch

30-31 M

arch

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June


3.9 months

This week


4.5months

Book a UK holiday

Two weeks ago we linked the surge in intention to take a domestic trip to the noise being made by the UK government to get the UK tourism sector up and running by July. Since thenthere has been limited cut-through in this area amongst the general public. Instead, much of the ‘holiday’ coverage has been about the 14 day quarantine period and the possibility of itbeing lifted for some overseas destinations. That said, among those travel activists intending to take a holiday, the anticipated lead-times to planning and booking continue to shorten.



3 6 5 3 2 2 3 2 6 7 869 9 8 12 12 10 13

19 19 199

22 2424 20 19 21 22

21 24 1932

17 2018

25 24 26 2321 18 19

30 28 263026 26 23 25

22 19 1879 81 83 81 84 83 82

85 89 87 84

23-24 M

arch

30-31 M

arch

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June


Go on a UK holiday


6.0months


This week

0 1 2 1613 16 15

2923

27 25

29 3126

27

2222 18 17

8690 89

85

11-12May

19-22May

26-29May

2-4June

On social media: vocal support for the UK tourism industry

“”

How about supporting our own holiday industry instead of rushing off overseas at the first opportunity. Not only are most of our related businesses in serious difficulty, but the thousands of people they employ will soon be out of work.

Much talk about the whens of foreign travel - but should we not focus on the whens of UK travel -and when we can, how we can support the UK industry to offset the lack of overseas visitors? Keeping holidays local - when we can - could benefit many.

“”

Time to holiday in UK, our local businesses need the money, beautiful places here & this year is the perfect time to support them.“ ”

There are so many fantastic spots to holiday in Britain. I feel people will support British business by holidaying local this year. Cornwall, the Lake District, East Coast, Wales, the Highlands, Liverpool, London, Cambridge city breaks. #uklockdown #ukeconomy“ ”

Everyone should holiday in the UK to get the country back on its feet“ ”

We cancelled our wedding (was due to be May 29th > now 4/6/21) - cancelled Portugal holiday. No intention of going overseas - we have a tent & all the gear, so mountains for us -easiest to socially distance as well / support local business.“ ”

People should staycation to help local economies in the UK rebuild as the Portuguese aren't going to be paying any money towards our huge deficit. Restaurants, hotels, short term rentals and shops need UK tourists to support the UK economy if they are to have any chance of surviving.“ ”

For tourism hotspots in particular, this further underlines the need for a positive case to be made for welcoming tourists to the area, and appropriate reassurance given thatall practical measures are being taken to ensure the safety of both residents and visitors.

However, while many are vocal in their support for UK tourism, the reality is that many residents are concerned about the prospect of tourism in their area.

VC6 We’d now like you to think as a resident of your area. Assuming the lockdown is lifted within the next couple of months, how comfortable or uncomfortable will you be with the below types of people visiting your local area for a day trip or holiday this summer? Base all

10 8 9 9 914 23 17 27

3925

3029

302738

29 3427 18

14 9 11 8 7

Comfort residents feel welcoming different types of visitors to their local area (%)

Very comfortable

Fairly comfortable

Not very comfortable

Not at all comfortable

Don't know

Day trippers from your region

UK tourists from your region

Overseas touristsDay trippers from elsewhere in the

UK

UK tourists from outside your

region

3 4 3 2 3 3 5 2 3 2 46 8 7 7 6 5 5 4 6 8 8

717 2015 14 17 12 16 15 16 16

28

1923

21 24 22 2737 39 35 35

36 31 2631 31 29 30

2325 26 22

78 78 79 77 79 77 79 8287 87 85

23-24 M

arch

30-31 M

arch

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June

While overall intention to book an overseas holiday has dropped slightly – lead-times continue to shorten. 1 in 3 of our ‘travel activists’ will plan an overseas trip in the next 6 months

Plan an overseas holiday

This week


6.4months

This week


6.8months

Book an overseas holiday


3 6 7 5 4 3 5 2 4 4 65 6 8 8 8 7 75 7 8 99

192018

13 16 15 22 16 18 1828

2020

18 25 23 2932 37 34 33

35 272432 29 30 23

21 23 23 1879 77 79 80 79 79 7883

87 87 84

23-24 M

arch

30-31 M

arch

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June







Go on an overseas holiday


8.4 months


This week

0 1 0 04 4 4 612 13 15 13

45 46 45 46

2023 23 20

8187 87 85

11-12May

19-22May

26-29May

2-4June

3

6

9

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

Book hotel accommodation

Go on an overseas holiday

Book an overseas holiday

Plan an overseas holiday

Go on a UK holiday

Book a UK holiday

Plan a UK holiday

Although the gap remains large, the lead time between going on a UK holiday and an overseas holiday has closed this week

Average anticipated lead time before planning, booking or taking a holiday

Mon

ths

9th May14 day quarantine

First mentioned

The proportion intending to book a flight in the next three months has increased for the second week in a row, suggesting increased optimism around travelling overseas

This week


6.4 months



Within the next 6 to 12 months





4 3 4 4 4 6 4 2 3 34 8 8 8 7 7 95

7 10715

22 16 14 16 1417 17 16

3023

1817 23 23 22 32 34 31

32 25 2430 30 23 26

2525 2376 74 76 74 78 75 75

8186 83

23-24 M

arch

30-31 M

arch

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay


Book a flight

Anticipated lead-times for returning to the gym continue to shorten – from being nearly 5 months away a fortnight ago, to now being within 4 months

Go to the gym



This week




6 5 5 4 4 4 5 2 3 2 46 11 10 8 11 11 10

511 13 12

810 10 14 10

16 1517

13 13 14129 8 10 10

5 1110 10 9 7

19 11 1011 13 13 8

11 12 10 1050

45 4348 48 50 48 45 48 48 46

23-24 Marc

h

30-31 Marc

h

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June


This week


5.0 months

Go to the cinema

After the significant movement following the government’s announcement a few weeks ago, intention to visit gyms or the cinema haveplateaued in much the same way that they did through April and early May.



5 5 4 4 3 3 2 0 2 2 38 10 12 10 12 11 12

412 15 14

12

26 25 23 23 21 2229

25 23 23

26

18 19 19 22 25 2319

20 18 20

28 19 16 25 20 22 2024

22 22 2178 77 76

82 81 81 79 7682 80 80

23-24 M

arch

30-31 M

arch

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June


3.9 months

Shopping is the activity that has recorded the biggest jump in planned activity this week

Go to a restaurant



This week




6 7 5 5 5 4 4 2 4 5 78

19 16 18 23 23 2217

2531 2619

28 34 36 30 32 30 3731

28 3028

1922 18 17 18 22 20 15

15 1329

21 15 19 17 18 17 18 23 17 2089 92 92 95 93 95 95 9497 96 96

23-24 Marc

h

30-31 Marc

h

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June


3.8 months

This week


3.2 months

Go shopping or to a shopping mall

With non-essential shopping permitted from the 15th June, the proportion anticipating going shopping in the next three months has increased significantly this week. Aswell as promising the retail sector some much-needed footfall, the rise in intention also indicates how dialled in the public is to the government’s staged lifting ofrestrictions – a sign that people will react quickly when other sectors re-open too.



13 14 14 10 11 11 5 8 14 18

19 16 18 24 25 24

18

2927

29

26 28 28 28 29 2537

27 26 2210

15 15 16 13 2012

1213 1319

1617 14 14 14

1719 12 1486 89

93 92 91 9489

95 93 96

30-31 Marc

h

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June


The lead times for most leisure activities have dropped in recent weeks, although with few dramatic drops, the nation clearly remains cautious


Go shopping or to ashopping mall

Go to a restaurant

Go to the cinema

Go to the gym

View online content for avisitor attraction

Go on a day out to a visitorattraction

Average time before undertaking leisure activities

Mon

ths

When do respondents expect to book hotel accommodation again?

Book hotel accommodation

Planning on doing it but don’t know whenThis week






5.4 months

Q12. Given what you know today, when do you anticipate doing the following? Base all*https://www.bbc.co.uk/news/uk-politics-52389285


4 6 3 3 4 3 4 2 3 4 46

119 8 11

8 129 11

14 1311

22 27 2323

2321

2122

22 2233

1524

2124 28 25 29 28

25 24

31 3323

2925 27 25 22

29 24 2683

87 86 85 88 88 86 84

93 90 90

23-24March

30-31March

6-7 April 14-15April

20-22April

27-28April

4-5 May 11-12May

19-22May

26-29May

2-4 June


A very minor adjustment this weeks sees a small increase in those planning to book hotel accommodation without a timeframe. However, the overall total planning to do the activity does not change, settling a little below its peak, but twice as much above its lowest point.

https://www.bbc.co.uk/news/uk-politics-52389285

Where do you plan to holiday, and have your thoughts on destination changed as a result of the coronavirus crisis?% of those intending to plan or book an overseas holiday

QJB3 You said you were considering planning or booking an overseas holiday. Will that be short or long haul?QJB4 Have your thoughts on destination changed as a result of the coronavirus crisis?Base: Those at Q12 indicating consideration of planning or booking an overseas holiday

Do you intend to book or plan an overseas holiday?

Have your thoughts on destination changed as a result of the coronavirus crisis?

Will that be short-haul or long-haul?

Short Haul 58%

Long Haul 20%

Undecided 22%

Yes 32%

No 55%

Yes 31%

No 60%

Have your thoughts on destination changed as a result of the coronavirus crisis?

19%Have changed from Long Haul to Short Haul

32%Have not changed their Short Haul intention

6%Have changed from Short Haul to Long Haul

12%Have not changed their Long Haul intention

Don’t know 14%

Don’t know 9%

Yes 74%

No 26%

22%Are undecided

Of those intending to book or plan…

8% Are Short-Haul, but don’t know if they’ve changed their minds

2% Are Long-Haul, but don’t know if they’ve changed their minds

Excluding those who are undecided, or who don’t know if they’ve changed their minds, there has been a net shift to short-haul of 13% as a result of the coronavirus crisis amongst those who, as of this week, are currently intending to book or plan a holiday.

This – and potential future movements in this direction – would represent an opportunity for short-haul destinations able to offer the experiences often sought on long-haul holidays.

Private rentals/holiday homes look to be the most-preferred accommodation category for future holidays

QJB5: What would be your preferred type of accommodation for a future holiday? QJB6. And which would you be happy to consider?

37

24

36

27

29

23

26

19

14

5

6

15

22

8

17

8

7

2

5

8

7

2

Independent hotel

Private rental or holiday home

Small or local brand/chain hotel

Large, or global brand/chain hotel

Bed & Breakfast

Extended stay hotel or apartment

Inn/Restaurant with rooms

Guesthouse

Camping, caravanning (or similar)

Other

Hostel

Considered Preferred

NET Considered/ preferred (%)

52%

45%

45%

44%37%

30%

28%24%

22%

11%

9%

What would be your preferred type of accommodation for a future holiday? And which would you be happy to consider?

Direct and OTA/meta booking channels are considered by broadly equal proportions of potential hotel accommodation bookers

QJB8. Please indicate which of the following booking channels you would consider?Base: All indicating they are considering booking Hotel Accommodation (at Q12)

44%18%

12%9%

7%

39%32%

18%

23%22%

12%17%

7%6%

1%

62%

60%

56%

DIRECT HOTEL CHANNELS (ANY)Hotel Website

Hotel chain AppHotel telephone central reservations service

Hotel employees - in person or via phoneHotel social media feed

OTA/METASEARCH (ANY)Online travel agencies / sites (e.g. Expedia, Booking.com)

Hotel review sites (e.g. Tripadvisor)General price comparison site with travel/hotel category

OTHER (ANY)Tour operator or traditional travel agent sites (e.g. ThomasCook.com)

Airline websites or appTourist Board or other destination site, app or online guidebook

Travel agency branch in-person or by phoneTravel forums / communities / blogs

Rental car websites or appOther

Which of the following booking channels you would consider?

• Although a hotel’s website is the single item most considered by travellers, its margin over OTAs is not large and, across the main direct channels, consideration is only marginally higher than for the group of OTA/meta sites overall.

• 14% of potential bookers will not consider any of the channels in the direct or OTA/meta categories

A deep dive on how Booking.com and Expedia have dealt with customers seeking refunds during the lockdown7th April-1st June 2020

”“Thanks for your email @bookingcom but for the record I would never use your services EVER again following the

way you've dealt with a hotel booking that I couldn't attend because the world was in lock down. You're a

shambles of company offering zero support. Unsubscribed

# Loss of customer

6Net Sentiment ”“Shame on your company for such underhanded & unfair business practices #bookingnightmare

booking.com take your business to AirBnB

# Go elsewhere

”“@bookingcom shame on you for not taking more responsibility- you might be

a mediator but if accommodation is booked and we physically cannot travel we should get a refund - no question ! You seem to be fobbing everyone off!

# Lack of responsibility

”“I am delighted that @bookingcom responded positively to my calls not to take bookings whilst the lockdown is in place. – “”Following pressure from @Ianblackford_MP

travel firm @bookingcom has confirmed they will suspend all bookings in the UK during the lockdown.””

# Positive action after pressure from MPs

”“@bookingcom You are refusing to refund a hotel even though I have in writing confirmation from the hotel they will cancel. I have been hung up

on and lied to, terrible customer service!!!

# Poor customer service

”“Thank you @Expedia - refund for hotel received, no hassle

😀

# Efficiency and ease

”“Not airlines, but @thetrainline & @ExpediaUK(despite the phone lines) have been pretty decent.

Refunded within 2 weeks #RefundPassengers

# Efficiency and ease

”“I can't articulate how much I do not recommend ever using @ExpediaUK . Still out of pocket for flights which

were cancelled at the beginning of April,

# Loss of customer ”“I used Expedia for years and many trips but this has taught me to cut out the middle man in future. Good luck with your refund.

# Go direct

11Net Sentiment

Transport

Over 1 in 3 intend to use the bus in the next 3 months, as the anticipated usage of the bus and train in the next 3 months improves for the 3rd week running

Take the bus

This week


3.0 months

This week


4.1 months

Take the train

7 9 6 5 8 8 7 29 7 10

614 14 12

15 13 1612

14 18 1814

15 2625

21 27 2126

2224 2126

18

1816

21 1618

1517 14 15

25 2018 25 19 18 18

2021 20 16

77 7582 83 83 83 80

7683 84

79

23-24 M

arch

30-31 M

arch

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June


14 14 8 9 11 13 10 5 10 15 19

9 1614 14

18 17 1714

1516

171215 28 22

21 17 1723

19 161519

1411 15

13 12 1710

11 11 9

21 16 1614 14 14 13

1620 15 14

75 74 77 75 7773 75

67

7773 73

23-24 M

arch

30-31 M

arch

6-7 April

14-15 Apri

l

20-22 Apri

l

27-28 Apri

l

4-5 May

11-12 M

ay

19-22 M

ay

26-29 M

ay

2-4 June







Though the lead times are still high for the use of buses and trains, the continued communication from public transport operators and following the government announcement that masks will become compulsory on public transport from June 15th, this is the highest recorded usage for ‘within the next month’.

Lead times for taking the train and bus continue to fall while travellers are still more hesitant for booking flights with the impending quarantine

0

3

6

9


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

110

-2-1

-8

-1

2

-6

1

-2

-

-3-3

-14

-1

3

-3

0--

-3-5-10

-4

3411 -

-5-5-8

-3

3401

-8-6

-12

25

2 01 -

-1-4

-7

034

00

-7-3

-7-2

20

Cycling continues to see positive shifts, particularly among leisure and business travellers. Interestingly, all travellers appear more inclined to use public transport again

Q41: Before the coronavirus, how did you tend to travel…Q42: After lockdown has ended, how do you expect to travel …* Added 27-28 April

Commuters - Post lockdown net change in expected usage (%) Base (n= 196)

52

-3

-15-18

-6

-17

-1

5

-5

6

-1

-9

-23-22

-12-17

-2

105

-2-3

-18

-25

-12

-18

23

-2

6

0

-8

-14

-23

-9-14

-6

0

-2

5

-2-4

-18 -14

-6-11

-2-6-6

6

-2-4

-13

-6-4-9

-3

0

-5

5

-3

-12 -11 -7

-12

-1 -2 -3

Walking Cycling By trainBy carBy underground/

tramwayBy bus/Coach By plane Other

I will still avoid going out after

lockdown By ferry*

Leisure/business - Post lockdown net change in expected usage (%) Base (n= 236)

Walking Cycling By trainBy carBy underground/

tramwayBy bus/Coach By plane OtherBy ferry*

26-29 May19-22 May11-12 May4-5 May27-28 April20-22 April

26-29 May19-22 May11-12 May4-5 May27-28 April20-22 April

2-4 June

2-4 June

”“Now been 5 weeks in the #ryanairrefunds queue and still no sign of the money. So, from today, for every additional week we have to wait we'll be

boycotting @Ryanair for a full calendar year. #yourchoice

# Boycotting

From social media: dissatisfaction with Ryanair’s cancellation policy as many customers are left out-of-pocket and unhappy with their outcome

”“It's been me for 4 months now! I have been waiting for a refund from them for 4 months! @Ryanair I have sued! And I urge everyone to do the same!!!

# Taking legal action

”“@Ryanair it is now 74 days since Ryanair cancelled my flights. It is now 69 days where Ryanair have ignored section 261/2004 of EU rules/regs.

Why have Ryanair not paid this refund? Please refund my money!

# Waiting for refund

”“Ryanair said it is not processing any refunds until “after the pandemic ends”, so you’ll be lucky if you get refunded anytime soon

# Long wait ahead

”“Impossible to contact them via the phone, Twitter or the chat on their website. They could at least give you a timeline once you’ve

submitted your claim... Anyway it was definitely the last time I was booking a ticket with them

# Boycott

”“We want a refund before would even consider flying with #ryanair again

# Refund or boycott

”“@Ryanair I understand you are asking us to be patient due to a back log but I've been waiting over 9 weeks for a refund. I actually had

communication saying within 20 days the money would go back to On the beach but heard nothing??

# Waiting for refund

Personal finances

Spotlight upon investments: a third of investors have seen their portfolio decrease in value as a result of Covid-19, while a lucky minority have gained

Q57. Thinking specifically about investments, which of the following statements apply to you as a result of the COVID-19 pandemic? Base: Those who have an investment (1,115)

“The value of my investments have increased”

9%

Last week’s report revealed the extent to which all segments, includingthe wealthiest consumers, are seeking greater value for money from theirfinancial products.

Although these more affluent audiences have more of a savings andinvestment cushion, it is also evident that some of this cushion is eroding.

“The value of my investments have decreased”

33%

Covid-19 impact upon investments (All investors, Weeks 8-11)

“The value of my investments has decreased” across the two most affluent segments

Wealthy / well-off Comfortable

42% 35%

Around 1 in 6 of those experiencing a decline in portfolio value are responding with a more hands-on approach or with a move to cash

Q57. Thinking specifically about investments, which of the following statements apply to you as a result of the COVID-19 pandemic? Base: Those who have an investment which has decreased in value (361)

15 14

11 10 9 8

I will or am already taking a morehands-on approach to managing

my investments

I will or have already reduced myinvestments, to keep cash more

accessible

I will or have already reduced thelevel of risk in my investment

portfolio

I will or am already relying more onprofessional advice

I will or have already startedinvesting more of my money

I will or am already prepared toaccept a higher level of risk

Actions taken by those whose investments have decreased in value (Weeks 8 – 11)

In an uncertain context, and when some consumers have more time on their hands, a desire for control is a natural response. Elsewhere, many appear to simply be weathering the storm with relatively low levels of changes to portfolios or advice being sought.

Indicatively, results by life-stage suggest that it is those aged 65+ with no children at home who are most likely to have suffered a drop in portfolio value, but it is the families who are more likely to be taking any affirmative action. This group could be very receptive to a well pitched approach from a provider at this time. Day-to-day, consumers may now have simple pleasures such as cinema visits in their sights but the need to ensure a future ‘nest egg’ remains pertinent – if not more so.

Example: interactive investor (ii)Interactive investor (ii) uses social media to promote range of content and successfully speaks to different investor mindsets, including accessible and engaging materials targeting the more active family segment identified in our analysis.

Appendix

MethodologySurvey of ConsumersNationally representative online survey, conducted weekly. This week we surveyed 1,752 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.

Similar to the quantitative survey, social media will be analysed on a weekly basis. For this report we’ve examined:• 32,822 posts for the transport sector• 15,744 posts from the leisure sector• 10,530 posts from the hospitality sector• 4,148 posts from financial sector

= ‘Travel Activists’ (based on the definition above and used in Waves 1 - 8)

= ‘All UK Adults’ (nationally-representative)

Contact

Matt CostinManaging Director

Tim SanderDirector

Nathaly KambakaraSenior Research Executive

Caroline AhmedDirector

Jon YoungDirector

Thomas FolqueAssociate Director

James BlandDirector

Max WilleyDirector

07772 605 303

[email protected]

07875 148 051

[email protected]

07980 712 563

[email protected]

07919 383 728

[email protected]

07875 685 838

[email protected]

07989 165 658

[email protected]

020 7400 1025

[email protected]

0207 490 9139

[email protected]

Alice WellsResearch Executive

0207 490 9130

[email protected]

Suzy HassanManaging Director

07795 662 548

[email protected]

Documents

Tracking Consumer Sentiment on the Impact of COVID-19 … · On 12/5, intentions to go shopping were at their lowest. On 25/5, the UK government announced opening dates for UK retail,