Research Partners
Service Science brings insight and expertise together
Service Science is a specialist market research agency focused on the hospitality, leisure, tourism and travel sectors. We work with clients to bring actionable findings, from their customers and people, to help improve the customer experience. We have four practice areas:
OThink Like Your Customers: using behavioural science techniques, qualitative and quantitative, we provide insight
to help understand and influence customer behaviour. OOnline Reputation Management: through the monitoring and management of online reputation we provide the means
to increase loyalty and maintain clients’ competitive edge. O Service Quality Measurement: through mystery shopping, brand standards audits and survey tools we
ensure clients deliver exceptional service. O Employee Engagement: our innovative approach ensures our clients’ teams are motivated and engaged so they deliver service that sets them apart. Service Science was founded in 2010 by Clive
Nicolaou, a market researcher with 26 years’ experience in the hospitality, leisure and tourism sectors. Prior to that Clive was head of hospitality and leisure at Kantar TNS having previously been a successful operator in the hospitality sector. He is a fellow of the Institute of Hospitality and a member of the Market Research Society. Tom Costley is the most experienced researcher in
the team with almost 40 years’ experience in market research from both a client and agency perspective. He has wide-ranging experience but especially in travel, transport and tourism research. Prior to joining Service Science in 2018, Tom headed the travel and tourism team for Kantar TNS, the UK market leader in travel, transport and tourism. His client portfolio included national tourism organisations, leading operators, airlines, hotel groups and travel firms. He is a member of the Market Research Society and a fellow of the Tourism Society.
Clive Nicolaou managing director, Service Science FOLYH#
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Tom Costley associate director, Service Science WRPMFRVWOH\# JPDLO FRP
48 Travel Weekly Insight Report 2019-20
GfK is a leading provider of market insight into the way people think, live and shop across multiple sectors including travel
We offer the most-comprehensive and accurate picture of forward bookings for the outbound holiday market covering what people are doing via point-of-sale services and why they are making these decisions. The point-of-sale service is updated weekly with transactional data from tour operators and travel agents covering where, when, what and how consumers book. This aggregated and confidential data helps our clients better understand both their own and the overall industry performance. The data is used at a tactical level, supporting
clients to make the best product, pricing and marketing decisions at destination and holiday-type levels. Accurate booking statistics are vital for clients to benchmark their performance and to help identify long-term strategic opportunities. We have enhanced this point-of-sale service by combining it with GDS flight sales, creating a second view of the market, covering nearly one in every two leisure passengers leaving the UK by air at an individual booking level. Our Travel 360 consumer survey complements the
point-of-sale tracking services, providing details on PRWLYDWLRQ DQG IDFWRUV DਬHFWLQJ ERRNLQJV ZLWK D IXOO demographic breakdown. ौHVH SURGXFWV FRXSOHG ZLWK RXU LQGXVWU\ H[SHUWLVH help clients navigate the evolving world of travel.
David Hope senior client insight director, GfK GDYLG KRSH#Jfk FRP
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