There’s an old adage that goes: You can’t manage what you can’t measure.
Every destination around the world measures its tourism performance on the number of arrivals and how much these visitors spend. However, as we have seen over the last 30 years, tourism is affected my many external factors ranging from wars, terrorism, and disease, through to the global economy. You can run the perfect marketing campaign but still see numbers go down! So by measuring tourist arrivals it can be argued that destinations are measuring what they can’t (at least completely) manage.
This has led several destinations to start looking at what they can manage, and measuring their progress and success on that. One such measure is TripAdvisor ratings. The rationale is that destinations can have a direct influence on how visitors feel about accommodation, attractions and tours.
We have been working with the Falkland Islands Tourism Board for nearly 10 years tracking their tourism performance. The Falkland Islands has 10 accommodation establishments, 21 attractions, 4 tours operators, and 10 restaurants and bars rated on TripAdvisor. By taking the scores of each one and creating an overall out-of-10 score for these different groups we are able to see how visitors rate the Falkland Islands’ tourism sector. The results are shown below.
Not only does this allow the Falklands to see where they need to improve, but by tracking these ratings it is possible to monitor changes over time. This is something the Falklands can manage and measure!