Customer survey 2025 - the results at a glance
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We surveyed our almost 900 tourism customers - and we did so in detail!
The majority of our customers are from Austria, closely followed by Germany, Switzerland and Italy/South Tyrol. Together, these core markets make up the largest part of the incert community.
But our growth knows no bounds: Many of our customers are already based in other countries such as Croatia, Slovenia, Spain, Scotland, Norway and Lithuania - and the number is growing all the time!
Customer satisfaction
First things first: over 78% of our customers are not just satisfied, but very satisfied with the functionality, structure and operation of their incert systems. We are particularly pleased with the 12% increase compared to the previous year - a clear sign that our continuous optimizations and the new incert backend have paid off.
THANK YOU at this point for the appreciation of our customers, some of whom we have been supporting since 2007.
How well do customers feel looked after and serviced?
83% of our customers feel very well looked after by #teamincert before, during and after the go-live.
Two points were particularly often commented on positively: Personal advice & support, as well as the uncomplicated, simple handling of theincert systems. This topic is particularly important to us and motivates us not to rest on our laurels!
External rating platforms
Our survey results are consistent with the reviews on the Google and Proven Experts platforms as well as Hotel Tech Report.
If incert were a hotel, it would appear to be a 4-star superior. Of course, we are working hard to achieve a 5-star classification from our customers in the future
In addition to customer support and the uncomplicated, flexible system, the design and individual customization of our systems were also mentioned.
We continue to see our offerings as an optimal addition to tourism eCommerce. We also have an excellent network in the industry and are actively looking for new collaborations and partnerships.
In which areas are major changes planned this year?
Digitalization in tourism is progressing rapidly - with cloud technologies and artificial intelligence (AI) as clear trends. At the same time, many companies are facing a decisive shift: complete system changes instead of minor adjustments are the new reality.
For us as a technology partner, it is essential to keep interfaces up to date at all times and to respond proactively to our customers' system changes. After all, smooth integration between existing and new systems is the key to long-term success.
The focus of our customers in 2025 will be on communication topics: For example, 33% plan to introduce a new newsletter tool or even a new CRM over the course of this year.
Almost a third are planning to launch a digital customer loyalty program this year, such as the incert Loyalty system, in order to strengthen long-term relationships.
Website relaunch & accessibility
Almost a quarter of incert customers are planning a website relaunch in 2025 - many of them in the wake of the new Accessibility Act. Adaptations to new legal requirements and a modern user experience are key reasons for the changes.
incert actively supports this process and ensures that voucher stores always remain up-to-date and legally compliant. Find out more about accessibility here: To the Service Center article.
2025 will be a year of digital transformation and major system changes. The tourism industry is increasingly relying on cloud technologies, and we are following this path - through open interfaces and our Mix & Match your hospitality solutions strategy with selected industry partners, which enables individual and future-proof solutions.
The results of our customer survey confirm this: We are on the right track. Marketing automation, artificial intelligence and regular guest management are key trends that motivate us to further develop our products and integrate innovative technologies even more. Our goal remains clear: to continuously improve so that you will continue to be satisfied with our service in the future.
But we know that: Every customer project is unique - just like the people who work on it. That's why we continue to attach particular importance to realizing individual store designs and providing you with the best possible support.
Do you still have questions about the results & trends of the customer survey or would you like to find out more about our services?
Our team can provide you with answers at beratung(at)incert.at
