Research Partner Travel weekly Insight report 2024 Service Science brings insight and expertise together


Service Science is a market research agency specialising in the hospitality, leisure, tourism and travel sectors. We work with clients to bring actionable findings, from their customers, people and supply chain, 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


DQGbLQIOXHQFHbFXVWRPHUbEHKDYLRXU OOnline Reputation Management: through the monitoring and management of online reputation we provide the means to increase loyalty and maintain


HGJH HYLWLWHSPRFbۑVWQHLOF OStrategic Online Data Intelligence: using multiple sources we unlock the power of online data to provide insights and travel intelligence tools to destination managers,


WRXULVW RUJDQLVDWLRQV DQG RSHUDWRUV O Service Quality Measurement: through mystery shopping, brand standards audits and survey tools we ensure FOLHQWVbGHOLYHUbH[FHSWLRQDO VHUYLFH


Clive Nicolaou Service Science was founded in 2010 by Clive Nicolaou, a market researcher with H[SHULHQFH LQ WKH KRVSLWDOLW\ ۑVUDH\


OHLVXUH DQG WRXULVP VHFWRUV 3ULRU WR that Clive was head of hospitality and leisure at Kantar TNS having previously been a successful operator LQ WKH KRVSLWDOLW\ VHFWRU +H LV D IHOORZ RI WKH ,QVWLWXWH RI +RVSLWDOLW\ DQG D PHPEHUbRIbWKHb0DUNHWb5HVHDUFK 6RFLHW\


Tom Costley 7RP LV WKH PRVW H[SHULHQFHG UHVHDUFKHU LQ WKH WHDP ZLWK


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market research from both a client and DJHQF\ SHUVSHFWLYH +H KDV ZLGH UDQJLQJ H[SHULHQFH EXW HVSHFLDOO\ LQ WUDYHO WUDQVSRUW DQG WRXULVP UHVHDUFK 3ULRU to joining Service Science in 2018, Tom headed the travel and tourism team for Kantar TNS, the UK market OHDGHU LQ WUDYHO WUDQVSRUW DQG WRXULVP +LV FOLHQW SRUWIROLR LQFOXGHG QDWLRQDO tourism organisations, leading operators, DLUOLQHV KRWHO JURXSV DQG WUDYHO ILUPV +HbLVbDbIHOORZ RI WKH 7RXULVP 6RFLHW\


Clive Nicolaou managing director, Service Science clive@servsci.com


56 Travel Weekly Insight Report 2024


Tom Costley associate director, Service Science tom@servsci.com


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