We asked around our almost 1,000 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.
Das Team hinter incert kennt das Hotelgeschäft. Man muss nicht lange erklären, wo der Schuh drückt – die Leute wissen es selbst. Das macht die Zusammenarbeit angenehm unkompliziert.
Lorenz Spalt
Adrevo, Eder Collection
Would you recommend incert?
92% say: YES! That’s a clear indication of how we feel about working with our customers! Thank you, because your recommendation is the highest praise we can receive.
How well do customers feel supported by #teamincert?
A total of 88% of our customers feel that #teamincert provides excellent support before, during and after the go-live. That’s another 5% increase compared to the previous year’s results 💚
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 to continue to improve!
Customer satisfaction
First things first: more than 70% of our customers are not just satisfied, but very satisfied with the functionality, structure and operation of their Incert systems. We are delighted that we were able to almost maintain this figure compared to the previous year. This is a clear sign that our continuous optimization of our incert backend has paid off.
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 appear 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?
What convinced us: The system works – without major friction losses and without the need for constant improvements. Vouchers can not only be managed, but also used specifically as a sales channel, and the integrations have worked for us without any problems.
Lorenz Spalt
Adrevo, Eder Collection
In addition to the customer support and the uncomplicated, flexible system, the user-friendliness and the individual customizations & APIs for 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 system changes planned for 2026?
Cloud technologies are on everyone’s lips in the industry. With these new technologies, 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.
In 2026, the focus of our customers is clearly on communication: 32% plan to introduce a new newsletter tool or CRM system in the course of the year. 23% of respondents are considering a fundamental PMS change, and 21% are focusing on changes in the area of online bookings.
Our most popular product from the incert portfolio? The incert guest loyalty system. Almost half of the survey participants expressed an interest in digital customer loyalty: for us, this is the logical building block for long-term business success.
Service Center
We are particularly pleased when our efforts are well received: 84% of respondents use our packed incert Service Center. This offers comprehensive instructions and practical tips for the efficient use of our voucher, ticket and loyalty solutions.
Whether it’s knowledge about system integration, managing vouchers, short training courses or tips & resources for more sales: we always strive to provide you with the latest knowledge and give you everything you need to make our systems a success in the long term.
Conclusion
2026 will be a year of digital progress and important system changes in the tourism industry. Cloud technologies and new communication solutions are increasingly coming into focus, and we are taking this path together with our customers – through flexible interfaces and tailor-made 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.
Our goal remains to continuously support you with innovative technologies and to always contribute to your success. By offering you customized solutions and individual support. Because nothing is more important to us than a long-term customer relationship.
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?
What I appreciate most is the simple and clear voucher management with incert
Georg Aurbacher
Posthotel Achenkirch
