We asked around our almost 900 tourism customers – and we asked them thoroughly!
The majority of our customers come 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 represented in other countries such as Croatia, Slovenia, Spain, Scotland, Norway and Lithuania – and the number is growing all the time!
Our customers come from the most important areas of tourism.
Around two thirds are hotels and hotel chains, while the remaining third is made up of restaurants, mountain railroads, thermal baths and spas as well as leisure facilities and camping and glamping resorts.
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.
The customer service is excellent – always fast, professional and solution-oriented. The product is also impressive across the board: user-friendly, flexible and precisely tailored to our needs. A clear recommendation!
Pia Böhmer
Marketing Xenios Hospitality
How well do customers feel looked after and serviced?
83% of our customers feel 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 the incert systems. This topic is particularly important to us and motivates us not to rest on our laurels!
Satisfied with our support?
If you need help, our team is on hand: In 98% of cases, support queries have been resolved to our complete satisfaction in the last 60 days.
External rating platforms
Our survey results are consistent with the reviews on the platforms Google and Proven Experts and Hotel Tech Report.
If incert were a hotel, it would seem to be a 4-star superior. Of course, we are working hard to achieve 5-star classification for our customers in the future
What do companies value most about our offer?
The options for the user are great and the individual implementation of the voucher store is fantastic.
Chris Peppers
JF Hospitality
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 ideal addition to tourism eCommerce. We also have an excellent network in the industry and are actively looking for new collaborations and partnerships.
The opinion of our customers at a glance
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 upheaval: complete system changes instead of minor adjustments are the new reality.
For us as a technology partner, it is essential to keepinterfaces up to date at all times and to react proactively to system changes by our customers. 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 during the course of the year.
Almost a third are planning to launch a digital customer loyalty program this year, such as the incert guest loyalty systemto 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.
Conclusion
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+
What do you value most about our offer?
The customization of the web interface and product options. The dashboard is very useful
Shannon Corthay
Téléverbier Valais Suisse
