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BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time. BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | WHAT ARE HOTEL GUESTS’ TOP PRIORITIES? Great Britain. £900. Middle East or USA. £1,300. Have us come and present to your team (£1,000) Build guest priorities into your next insight project – contact us to discuss your objectives. Get tickets for BVA BDRC's Hotel Insights Forum. Click here for the reports. Please select the reports you wish to purchase. BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | HOW TO USE MOTIVATION SEGMENTS TO TAILOR YOUR How to use motivation segments to tailor your visitor experience By Katie Vosper. The full version of this article first appeared in the Attractions Management 2016-2017 Handbook. ALVA (Association of Leading Visitor Attractions) has supported visitor attractions for over 20 years by running two benchmarking surveys. These help participants to understand what constitutes success and enable BVA BDRC | WHY THE KEY TO SUCCESSFUL INTERPRETATION IS Why the key to successful interpretation is knowing your visitors By Hannah Smith. Museums rely on their visitors to survive. To deliver an enjoyable and engaging visitor experience, museums must be able to understand their visitors’ motivations, behaviours, needs and wants. BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time. BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | WHAT ARE HOTEL GUESTS’ TOP PRIORITIES? Great Britain. £900. Middle East or USA. £1,300. Have us come and present to your team (£1,000) Build guest priorities into your next insight project – contact us to discuss your objectives. Get tickets for BVA BDRC's Hotel Insights Forum. Click here for the reports. Please select the reports you wish to purchase. BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | HOW TO USE MOTIVATION SEGMENTS TO TAILOR YOUR How to use motivation segments to tailor your visitor experience By Katie Vosper. The full version of this article first appeared in the Attractions Management 2016-2017 Handbook. ALVA (Association of Leading Visitor Attractions) has supported visitor attractions for over 20 years by running two benchmarking surveys. These help participants to understand what constitutes success and enable BVA BDRC | WHY THE KEY TO SUCCESSFUL INTERPRETATION IS Why the key to successful interpretation is knowing your visitors By Hannah Smith. Museums rely on their visitors to survive. To deliver an enjoyable and engaging visitor experience, museums must be able to understand their visitors’ motivations, behaviours, needs and wants. BVA BDRC | WHAT WE DO With offices in London (BVA BDRC, ESA Retail, Perspective Research Services), Washington, Sydney, Singapore, Beijing and Jakarta, and affiliates in South Africa, we operate worldwide - in more than 90+ countries last year - and have a strong global reach. Taken together, this gives us the sectoral breadth and technical depth to tackle the largest research challenges. BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT The COVID-19 Integrated Response Toolkit helps businesses enhance operational preparedness before, during and after reopening. As many outlets re-open, a simple checklist is not enough to ensure both safety and customer satisfaction. Customers must be made confident that standards are being upheld by regular third party checks. BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
BVA BDRC | HOLIDAY TRENDS 2020 Holiday Trends 2020. Our free annual report on the state of the UK holiday market is now available. Download your copy here. The research was conducted amongst a nationally representative sample of 1,000 UK residents in January, with a follow-up wave at the end of March. BVA BDRC | SEGMENTING FOR A CAUSE The segmentation design was informed by several strands of primary and secondary research – with the domestic market, international market, members, on site visitors and online audience as well as through conversations with staff and a review of pre-existing research reports. The segmentation was designed to link to the TGI mediaplatform and
BVA BDRC | MYSTERY SHOPPING BVA BDRC Group companies provide an international call centre and identities for B2B mystery shopping, as well as a network of trained mystery shoppers experienced in the B2C context. In contrast to some mystery shopping agencies, BVA BDRC is a full-service market research agency with industry knowledge accumulated through study and analysisCLICK TO EDIT
Introduction The SME Finance Monitor was established in 2011 and provides detailed analysis of SMEs and their access to finance, typically on a half yearly basis. BVA BDRC | TOP RAIL BRANDS REVEALED The Rail Reputation Index (RRI) is an independent reputation monitor launched by BVA BDRC and made available on a subscription basis. It is designed to help train operating companies deliver an enhanced customer experience, reduce negative word of mouth, make a positive change to their brand reputation, and drive customer loyalty andengagement.
BVA BDRC | LLOYDS BUSINESS BAROMETER The Lloyds Business Barometer is a monthly survey of UK businesses, designed to provide an indicator of business performance and economic expectations. UK businesses with a turnover of £1 million and over are interviewed every month about their trading prospects/business activity in the next year (increase, decrease or stay the same) and about their optimism regardingCLEARSIGHT®
ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time. BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | WHAT ARE HOTEL GUESTS’ TOP PRIORITIES? Great Britain. £900. Middle East or USA. £1,300. Have us come and present to your team (£1,000) Build guest priorities into your next insight project – contact us to discuss your objectives. Get tickets for BVA BDRC's Hotel Insights Forum. Click here for the reports. Please select the reports you wish to purchase. BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | HOW TO USE MOTIVATION SEGMENTS TO TAILOR YOUR How to use motivation segments to tailor your visitor experience By Katie Vosper. The full version of this article first appeared in the Attractions Management 2016-2017 Handbook. ALVA (Association of Leading Visitor Attractions) has supported visitor attractions for over 20 years by running two benchmarking surveys. These help participants to understand what constitutes success and enable BVA BDRC | WHY THE KEY TO SUCCESSFUL INTERPRETATION IS Why the key to successful interpretation is knowing your visitors By Hannah Smith. Museums rely on their visitors to survive. To deliver an enjoyable and engaging visitor experience, museums must be able to understand their visitors’ motivations, behaviours, needs and wants. BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time. BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | WHAT ARE HOTEL GUESTS’ TOP PRIORITIES? Great Britain. £900. Middle East or USA. £1,300. Have us come and present to your team (£1,000) Build guest priorities into your next insight project – contact us to discuss your objectives. Get tickets for BVA BDRC's Hotel Insights Forum. Click here for the reports. Please select the reports you wish to purchase. BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | HOW TO USE MOTIVATION SEGMENTS TO TAILOR YOUR How to use motivation segments to tailor your visitor experience By Katie Vosper. The full version of this article first appeared in the Attractions Management 2016-2017 Handbook. ALVA (Association of Leading Visitor Attractions) has supported visitor attractions for over 20 years by running two benchmarking surveys. These help participants to understand what constitutes success and enable BVA BDRC | WHY THE KEY TO SUCCESSFUL INTERPRETATION IS Why the key to successful interpretation is knowing your visitors By Hannah Smith. Museums rely on their visitors to survive. To deliver an enjoyable and engaging visitor experience, museums must be able to understand their visitors’ motivations, behaviours, needs and wants. BVA BDRC | WHAT WE DO With offices in London (BVA BDRC, ESA Retail, Perspective Research Services), Washington, Sydney, Singapore, Beijing and Jakarta, and affiliates in South Africa, we operate worldwide - in more than 90+ countries last year - and have a strong global reach. Taken together, this gives us the sectoral breadth and technical depth to tackle the largest research challenges. BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT The COVID-19 Integrated Response Toolkit helps businesses enhance operational preparedness before, during and after reopening. As many outlets re-open, a simple checklist is not enough to ensure both safety and customer satisfaction. Customers must be made confident that standards are being upheld by regular third party checks. BVA BDRC | MOMENTS OF TRUTH 2020 AWARDS Moments of Truth 2020 Awards. By Richard Stevenson. We are delighted to announce the following BVA BDRC Moments of Truth awards for 2020. After a very challenging year, we're sure you'll want to join us in congratulating the winners. In 2020 we interviewed over 30,000 consumers and benchmarked the performance of 87 financial serviceproviders.
BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
BVA BDRC | SEGMENTING FOR A CAUSE The segmentation design was informed by several strands of primary and secondary research – with the domestic market, international market, members, on site visitors and online audience as well as through conversations with staff and a review of pre-existing research reports. The segmentation was designed to link to the TGI mediaplatform and
BVA BDRC | HOLIDAY TRENDS 2020 Holiday Trends 2020. Our free annual report on the state of the UK holiday market is now available. Download your copy here. The research was conducted amongst a nationally representative sample of 1,000 UK residents in January, with a follow-up wave at the end of March. BVA BDRC | MYSTERY SHOPPING BVA BDRC Group companies provide an international call centre and identities for B2B mystery shopping, as well as a network of trained mystery shoppers experienced in the B2C context. In contrast to some mystery shopping agencies, BVA BDRC is a full-service market research agency with industry knowledge accumulated through study and analysis BVA BDRC | TOP RAIL BRANDS REVEALED The Rail Reputation Index (RRI) is an independent reputation monitor launched by BVA BDRC and made available on a subscription basis. It is designed to help train operating companies deliver an enhanced customer experience, reduce negative word of mouth, make a positive change to their brand reputation, and drive customer loyalty andengagement.
BVA BDRC | LLOYDS BUSINESS BAROMETER The Lloyds Business Barometer is a monthly survey of UK businesses, designed to provide an indicator of business performance and economic expectations. UK businesses with a turnover of £1 million and over are interviewed every month about their trading prospects/business activity in the next year (increase, decrease or stay the same) and about their optimism regardingCLEARSIGHT®
ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT The COVID-19 Integrated Response Toolkit helps businesses enhance operational preparedness before, during and after reopening. As many outlets re-open, a simple checklist is not enough to ensure both safety and customer satisfaction. Customers must be made confident that standards are being upheld by regular third party checks. BVA BDRC | WHAT WE DO With offices in London (BVA BDRC, ESA Retail, Perspective Research Services), Washington, Sydney, Singapore, Beijing and Jakarta, and affiliates in South Africa, we operate worldwide - in more than 90+ countries last year - and have a strong global reach. Taken together, this gives us the sectoral breadth and technical depth to tackle the largest research challenges. BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time. BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 4 Welcome to the full report of the SME Finance Monitor for Q2 2019. This is the third report since changes were made to the questionnaire in Q1 2018, aiming to better reflect current trends in access BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT The COVID-19 Integrated Response Toolkit helps businesses enhance operational preparedness before, during and after reopening. As many outlets re-open, a simple checklist is not enough to ensure both safety and customer satisfaction. Customers must be made confident that standards are being upheld by regular third party checks. BVA BDRC | WHAT WE DO With offices in London (BVA BDRC, ESA Retail, Perspective Research Services), Washington, Sydney, Singapore, Beijing and Jakarta, and affiliates in South Africa, we operate worldwide - in more than 90+ countries last year - and have a strong global reach. Taken together, this gives us the sectoral breadth and technical depth to tackle the largest research challenges. BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time. BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 4 Welcome to the full report of the SME Finance Monitor for Q2 2019. This is the third report since changes were made to the questionnaire in Q1 2018, aiming to better reflect current trends in access BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT The COVID-19 Integrated Response Toolkit helps businesses enhance operational preparedness before, during and after reopening. As many outlets re-open, a simple checklist is not enough to ensure both safety and customer satisfaction. Customers must be made confident that standards are being upheld by regular third party checks. BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time. BVA BDRC | BUSINESS BANKING SERVICE QUALITY Approximately 1,200 customers a year are surveyed across Great Britain for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period. 16,800 people were surveyed in total. Results are BVA BDRC | BUSINESS BANKING SERVICE QUALITY Business banking service quality Independent service quality survey results Business current accounts - latest results. As part of a regulatory requirement, an independent survey was conducted to ask approximately 1200 customers of each of the 14 largest business current account providers in Great Britain and approximately 600 customers of each of the 5 largest business current account BVA BDRC | MYSTERY SHOPPING BVA BDRC Group companies provide an international call centre and identities for B2B mystery shopping, as well as a network of trained mystery shoppers experienced in the B2C context. In contrast to some mystery shopping agencies, BVA BDRC is a full-service market research agency with industry knowledge accumulated through study and analysis BVA BDRC | WHAT ARE HOTEL GUESTS’ TOP PRIORITIES? Great Britain. £900. Middle East or USA. £1,300. Have us come and present to your team (£1,000) Build guest priorities into your next insight project – contact us to discuss your objectives. Get tickets for BVA BDRC's Hotel Insights Forum. Click here for the reports. Please select the reports you wish to purchase. BVA BDRC | HIGH NET WORTH WEALTH MANAGEMENT High Net Worth Wealth Management - Nordic Region By Jacqui Banerjee Research Problem. A global wealth structuring firm has grown in the Nordic region, creating a need to better understand the specific challenges that may be faced in the market with regards to high networth individuals.
BVA BDRC | LLOYDS BUSINESS BAROMETER The Lloyds Business Barometer is a monthly survey of UK businesses, designed to provide an indicator of business performance and economic expectations. UK businesses with a turnover of ÂŁ1 million and over are interviewed every month about their trading prospects/business activity in the next year (increase, decrease or stay the same) and about their optimism regarding BVA BDRC | HOW THE EMERGENT AFFLUENT THINK The MRS Award for International Research has been awarded to BVA BDRC, HSBC and BAMM for their Global research projects. We used an innovative qualitative approach to dig deeper into the effect that finance has on our lives, focusing on every day, culturally-specific practicalities. The result was distinctive, category-challenging propositions and communications such as the Together We Advance SCHOOL FRUIT AND VEGETABLE SCHEME RESEARCH 2015 6 Key Findings Limited awareness of reach and budget of scheme by schools, but most are aware that DH is involved (87%). While 87% of parents are aware their child receives fruit and veg at school, only 59% are aware of the scheme. Awareness The scheme is widely considered to be important (98% of schools feel it is important to the BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | WHAT WE DO With offices in London (BVA BDRC, ESA Retail, Perspective Research Services), Washington, Sydney, Singapore, Beijing and Jakarta, and affiliates in South Africa, we operate worldwide - in more than 90+ countries last year - and have a strong global reach. Taken together, this gives us the sectoral breadth and technical depth to tackle the largest research challenges. BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT COVID-19 Integrated Response Toolkit. Achieve safety and satisfaction in the post-COVID-19 economy with our latest toolkit which isavailable now.
BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time.SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | MYSTERY GUEST Monitor brand standards and compliance – ensure business initiatives are implemented. Understand the guest experience in great detail. Set the assessment agenda yourself – test the things that matter most toyour customer base.
BVA BDRC | VENUEVERDICT VenueVerdict. Click here to read about the upcoming changes to VenueVerdict. VenueVerdict’s three modules allow hotels and meeting venues to assess experiences along the entire customer journey; covering the initial enquiry and the hospitality experience itself: BVA BDRC | TOP RAIL BRANDS REVEALED The Rail Reputation Index (RRI) is an independent reputation monitor launched by BVA BDRC and made available on a subscription basis. It is designed to help train operating companies deliver an enhanced customer experience, reduce negative word of mouth, make a positive change to their brand reputation, and drive customer loyalty andengagement.
CLEARSIGHT - BVA BDRC ClearSight ® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers.SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 4 Welcome to the full report of the SME Finance Monitor for Q2 2019. This is the third report since changes were made to the questionnaire in Q1 2018, aiming to better reflect current trends in access BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | WHAT WE DO With offices in London (BVA BDRC, ESA Retail, Perspective Research Services), Washington, Sydney, Singapore, Beijing and Jakarta, and affiliates in South Africa, we operate worldwide - in more than 90+ countries last year - and have a strong global reach. Taken together, this gives us the sectoral breadth and technical depth to tackle the largest research challenges. BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT COVID-19 Integrated Response Toolkit. Achieve safety and satisfaction in the post-COVID-19 economy with our latest toolkit which isavailable now.
BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time.SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | MYSTERY GUEST Monitor brand standards and compliance – ensure business initiatives are implemented. Understand the guest experience in great detail. Set the assessment agenda yourself – test the things that matter most toyour customer base.
BVA BDRC | VENUEVERDICT VenueVerdict. Click here to read about the upcoming changes to VenueVerdict. VenueVerdict’s three modules allow hotels and meeting venues to assess experiences along the entire customer journey; covering the initial enquiry and the hospitality experience itself: BVA BDRC | TOP RAIL BRANDS REVEALED The Rail Reputation Index (RRI) is an independent reputation monitor launched by BVA BDRC and made available on a subscription basis. It is designed to help train operating companies deliver an enhanced customer experience, reduce negative word of mouth, make a positive change to their brand reputation, and drive customer loyalty andengagement.
CLEARSIGHT - BVA BDRC ClearSight ® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers.SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 4 Welcome to the full report of the SME Finance Monitor for Q2 2019. This is the third report since changes were made to the questionnaire in Q1 2018, aiming to better reflect current trends in access BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT COVID-19 Integrated Response Toolkit. Achieve safety and satisfaction in the post-COVID-19 economy with our latest toolkit which isavailable now.
BVA BDRC | BUSINESS BANKING SERVICE QUALITY Business banking service quality Independent service quality survey results Business current accounts - latest results. As part of a regulatory requirement, an independent survey was conducted to ask approximately 1200 customers of each of the 14 largest business current account providers in Great Britain and approximately 600 customers of each of the 5 largest business current account BVA BDRC | BUSINESS BANKING SERVICE QUALITY Business banking service quality - Great Britain Independent service quality survey results Business current accounts. Date Published:February 2021
BVA BDRC | BUSINESS OPINION OMNIBUS Business Opinion Omnibus. Your monthly hotline to senior decision-makers The Business Opinion Omnibus is an easily accessible way of learning about companies’ operations, concerns and BVA BDRC | MYSTERY SHOPPING Mystery Shopping. Mystery Shopping is an important piece of the customer experience puzzle, illuminating the customer perspective while helping in developing an assessment agenda. BVA BDRC | HOTEL GUEST SURVEY Hotel Guest Survey. Click here to learn about how we're transforming the Hotel Guest Survey. The Hotel Guest Survey (HGS) is used by leading travel and hospitality companies worldwide to track their brands’ position in the market and keep abreast of BVA BDRC | HIGH NET WORTH WEALTH MANAGEMENT High Net Worth Wealth Management - Nordic Region By Jacqui Banerjee Research Problem. A global wealth structuring firm has grown in the Nordic region, creating a need to better understand the specific challenges that may be faced in the market with regards to high networth individuals.
BVA BDRC | LLOYDS BUSINESS BAROMETER The Lloyds Business Barometer is a monthly survey of UK businesses, designed to provide an indicator of business performance and economic expectations. UK businesses with a turnover of ÂŁ1 million and over are interviewed every month about their trading prospects/business activity in the next year (increase, decrease or stay the same) and about their optimism regarding BVA BDRC | HOW THE EMERGENT AFFLUENT THINK The MRS Award for International Research has been awarded to BVA BDRC, HSBC and BAMM for their Global research projects. We used an innovative qualitative approach to dig deeper into the effect that finance has on our lives, focusing on every day, culturally-specific practicalities. The result was distinctive, category-challenging propositions and communications such as the Together We Advance BVA BDRC | ALVA VISITOR EXPERIENCE BENCHMARKING SURVEY ALVA Visitor Experience Benchmarking Survey By Katie Vosper. For nearly 20 years we have run the Visitor Experience Benchmarking Surveyon behalf of ALVA.
BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time.SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below.SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 4 Welcome to the full report of the SME Finance Monitor for Q2 2019. This is the third report since changes were made to the questionnaire in Q1 2018, aiming to better reflect current trends in access BVA BDRC | HOW TO USE MOTIVATION SEGMENTS TO TAILOR YOUR How to use motivation segments to tailor your visitor experience By Katie Vosper. The full version of this article first appeared in the Attractions Management 2016-2017 Handbook. ALVA (Association of Leading Visitor Attractions) has supported visitor attractions for over 20 years by running two benchmarking surveys. These help participants to understand what constitutes success and enable BVA BDRC | WHY THE KEY TO SUCCESSFUL INTERPRETATION IS Why the key to successful interpretation is knowing your visitors By Hannah Smith. Museums rely on their visitors to survive. To deliver an enjoyable and engaging visitor experience, museums must be able to understand their visitors’ motivations, behaviours, needs and wants. BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time.SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 5 Welcome to the full report of the SME Finance Monitor for Q4 2020. This is the first full report to reflect on the impact of the Covid-19 pandemic and Brexit, with data not only on the immediate impact but BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below.SME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 4 Welcome to the full report of the SME Finance Monitor for Q2 2019. This is the third report since changes were made to the questionnaire in Q1 2018, aiming to better reflect current trends in access BVA BDRC | HOW TO USE MOTIVATION SEGMENTS TO TAILOR YOUR How to use motivation segments to tailor your visitor experience By Katie Vosper. The full version of this article first appeared in the Attractions Management 2016-2017 Handbook. ALVA (Association of Leading Visitor Attractions) has supported visitor attractions for over 20 years by running two benchmarking surveys. These help participants to understand what constitutes success and enable BVA BDRC | WHY THE KEY TO SUCCESSFUL INTERPRETATION IS Why the key to successful interpretation is knowing your visitors By Hannah Smith. Museums rely on their visitors to survive. To deliver an enjoyable and engaging visitor experience, museums must be able to understand their visitors’ motivations, behaviours, needs and wants. BVA BDRC | WHAT WE DO With offices in London (BVA BDRC, ESA Retail, Perspective Research Services), Washington, Sydney, Singapore, Beijing and Jakarta, and affiliates in South Africa, we operate worldwide - in more than 90+ countries last year - and have a strong global reach. Taken together, this gives us the sectoral breadth and technical depth to tackle the largest research challenges. BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT The COVID-19 Integrated Response Toolkit helps businesses enhance operational preparedness before, during and after reopening. As many outlets re-open, a simple checklist is not enough to ensure both safety and customer satisfaction. Customers must be made confident that standards are being upheld by regular third party checks. BVA BDRC | MYSTERY GUEST BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
BVA BDRC | MOMENTS OF TRUTH 2020 AWARDS Moments of Truth 2020 Awards. By Richard Stevenson. We are delighted to announce the following BVA BDRC Moments of Truth awards for 2020. After a very challenging year, we're sure you'll want to join us in congratulating the winners. In 2020 we interviewed over 30,000 consumers and benchmarked the performance of 87 financial serviceproviders.
BVA BDRC | SEGMENTING FOR A CAUSE The segmentation design was informed by several strands of primary and secondary research – with the domestic market, international market, members, on site visitors and online audience as well as through conversations with staff and a review of pre-existing research reports. The segmentation was designed to link to the TGI mediaplatform and
BVA BDRC | BUSINESS OPINION OMNIBUS BVA BDRC's Business Opinion Omnibus is the ideal way to survey a validated sample of senior financial decision-makers without compromising on quality. Using a carefully selected business panel, we speak to business owners and senior financial decision-makers. You hear only from the people who matter and can rely on the results youreceive.
BVA BDRC | MYSTERY SHOPPING BVA BDRC Group companies provide an international call centre and identities for B2B mystery shopping, as well as a network of trained mystery shoppers experienced in the B2C context. In contrast to some mystery shopping agencies, BVA BDRC is a full-service market research agency with industry knowledge accumulated through study and analysis BVA BDRC | TOP RAIL BRANDS REVEALED The Rail Reputation Index (RRI) is an independent reputation monitor launched by BVA BDRC and made available on a subscription basis. It is designed to help train operating companies deliver an enhanced customer experience, reduce negative word of mouth, make a positive change to their brand reputation, and drive customer loyalty andengagement.
BVA BDRC | LLOYDS BUSINESS BAROMETER The Lloyds Business Barometer is a monthly survey of UK businesses, designed to provide an indicator of business performance and economic expectations. UK businesses with a turnover of £1 million and over are interviewed every month about their trading prospects/business activity in the next year (increase, decrease or stay the same) and about their optimism regarding CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | WHAT WE DO With offices in London (BVA BDRC, ESA Retail, Perspective Research Services), Washington, Sydney, Singapore, Beijing and Jakarta, and affiliates in South Africa, we operate worldwide - in more than 90+ countries last year - and have a strong global reach. Taken together, this gives us the sectoral breadth and technical depth to tackle the largest research challenges. BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT The COVID-19 Integrated Response Toolkit helps businesses enhance operational preparedness before, during and after reopening. As many outlets re-open, a simple checklist is not enough to ensure both safety and customer satisfaction. Customers must be made confident that standards are being upheld by regular third party checks. BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time. BVA BDRC | MYSTERY GUESTANNOYING ORANGE MYSTERY GUESTGUY SMILEY MYSTERY GUESTSESAME STREET MYSTERY GUESTMYSTERY GUEST GAMEWHAT S MYLINE MYSTERY GUESTS
BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
BVA BDRC | BUSINESS OPINION OMNIBUS BVA BDRC's Business Opinion Omnibus is the ideal way to survey a validated sample of senior financial decision-makers without compromising on quality. Using a carefully selected business panel, we speak to business owners and senior financial decision-makers. You hear only from the people who matter and can rely on the results youreceive.
BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
BVA BDRC | ALVA VISITOR EXPERIENCE BENCHMARKING SURVEY For nearly 20 years we have run the Visitor Experience Benchmarking Survey on behalf of ALVA. More than 80 visitor attractions now participate, generating over 35,000 visitor surveys per annum. The survey’s primary purpose is to benchmark a range of visitor experience elements, including aspects of service delivery, site content and emotional BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
BVA BDRC | HOW TO USE MOTIVATION SEGMENTS TO TAILOR YOUR How to use motivation segments to tailor your visitor experience By Katie Vosper. The full version of this article first appeared in the Attractions Management 2016-2017 Handbook. ALVA (Association of Leading Visitor Attractions) has supported visitor attractions for over 20 years by running two benchmarking surveys. These help participants to understand what constitutes success and enable BVA BDRC | HOMEWHAT WE DOBUSINESS ISSUESCASE STUDIESBLOGSCLEARSIGHTLISTENING TO INTERMEDIARIES BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group, offers the complete range of research consulting and business transformation.We help brands get closer to their customers, improve customer experience and grow thebottom line.
BVA BDRC | WHAT WE DO With offices in London (BVA BDRC, ESA Retail, Perspective Research Services), Washington, Sydney, Singapore, Beijing and Jakarta, and affiliates in South Africa, we operate worldwide - in more than 90+ countries last year - and have a strong global reach. Taken together, this gives us the sectoral breadth and technical depth to tackle the largest research challenges. BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT The COVID-19 Integrated Response Toolkit helps businesses enhance operational preparedness before, during and after reopening. As many outlets re-open, a simple checklist is not enough to ensure both safety and customer satisfaction. Customers must be made confident that standards are being upheld by regular third party checks. BVA BDRC | SME FINANCE MONITOR SME Finance Monitor data is made available across a range of bespoke reports Updates on key metrics are published each month based on the previous 3 months rolling data.The latest period is the 3 months to the end of January 2021. A full report is usually published every 6 months, providing the latest data on SMEs by size, sector and region and showing how the market has evolved over time. BVA BDRC | MYSTERY GUESTANNOYING ORANGE MYSTERY GUESTGUY SMILEY MYSTERY GUESTSESAME STREET MYSTERY GUESTMYSTERY GUEST GAMEWHAT S MYLINE MYSTERY GUESTS
BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool ofinspectors with
BVA BDRC | BUSINESS OPINION OMNIBUS BVA BDRC's Business Opinion Omnibus is the ideal way to survey a validated sample of senior financial decision-makers without compromising on quality. Using a carefully selected business panel, we speak to business owners and senior financial decision-makers. You hear only from the people who matter and can rely on the results youreceive.
BVA BDRC | VENUEVERDICT The VenueVerdict package combines the Sales Enquiry Performance survey, (previously Meetings Benchmark Tracker), Event Planner feedback and GuestRate Satisfaction surveys. Multi-channel, multi-lingual and multi-national mystery shopping gives an impartial view of customer experiences when enquiring for meetings, events,groups, rooms and
BVA BDRC | ALVA VISITOR EXPERIENCE BENCHMARKING SURVEY For nearly 20 years we have run the Visitor Experience Benchmarking Survey on behalf of ALVA. More than 80 visitor attractions now participate, generating over 35,000 visitor surveys per annum. The survey’s primary purpose is to benchmark a range of visitor experience elements, including aspects of service delivery, site content and emotional BVA BDRC | HOW TO MAKE THEME PARKS SUCCESSFUL IN From this research, we developed five guidelines for visitor attractions: Create the context: all marketing material needs to be consistent with the theme such that the patron knows what to expect. Remove anxieties: engagement levels tend to be higher when physical needs are met, e.g. good F&B facilities (with well-known F&B brands),air
BVA BDRC | HOW TO USE MOTIVATION SEGMENTS TO TAILOR YOUR How to use motivation segments to tailor your visitor experience By Katie Vosper. The full version of this article first appeared in the Attractions Management 2016-2017 Handbook. ALVA (Association of Leading Visitor Attractions) has supported visitor attractions for over 20 years by running two benchmarking surveys. These help participants to understand what constitutes success and enable BVA BDRC | COVID-19 INTEGRATED RESPONSE TOOLKIT The COVID-19 Integrated Response Toolkit helps businesses enhance operational preparedness before, during and after reopening. As many outlets re-open, a simple checklist is not enough to ensure both safety and customer satisfaction. Customers must be made confident that standards are being upheld by regular third party checks. BVA BDRC | BUSINESS OPINION OMNIBUS BVA BDRC's Business Opinion Omnibus is the ideal way to survey a validated sample of senior financial decision-makers without compromising on quality. Using a carefully selected business panel, we speak to business owners and senior financial decision-makers. You hear only from the people who matter and can rely on the results youreceive.
BVA BDRC | BUSINESS BANKING SERVICE QUALITY Approximately 1,200 customers a year are surveyed across Great Britain for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period. 16,800 people were surveyed in total. Results are BVA BDRC | BUSINESS BANKING SERVICE QUALITY Business banking service quality Independent service quality survey results Business current accounts - latest results. As part of a regulatory requirement, an independent survey was conducted to ask approximately 1200 customers of each of the 14 largest business current account providers in Great Britain and approximately 600 customers of each of the 5 largest business current account BVA BDRC | MYSTERY SHOPPING BVA BDRC Group companies provide an international call centre and identities for B2B mystery shopping, as well as a network of trained mystery shoppers experienced in the B2C context. In contrast to some mystery shopping agencies, BVA BDRC is a full-service market research agency with industry knowledge accumulated through study and analysis BVA BDRC | LLOYDS BUSINESS BAROMETER The Lloyds Business Barometer is a monthly survey of UK businesses, designed to provide an indicator of business performance and economic expectations. UK businesses with a turnover of ÂŁ1 million and over are interviewed every month about their trading prospects/business activity in the next year (increase, decrease or stay the same) and about their optimism regardingSME FINANCE MONITOR
FOREWORD www.bva-bdrc.com 4 Welcome to the full report of the SME Finance Monitor for Q2 2019. This is the third report since changes were made to the questionnaire in Q1 2018, aiming to better reflect current trends in access BVA BDRC | HOW THE EMERGENT AFFLUENT THINK The MRS Award for International Research has been awarded to BVA BDRC, HSBC and BAMM for their Global research projects. We used an innovative qualitative approach to dig deeper into the effect that finance has on our lives, focusing on every day, culturally-specific practicalities. The result was distinctive, category-challenging propositions and communications such as the Together We Advance CLEARSIGHT - BVA BDRC ClearSight® from BVA BDRC gives this clarity in an ever changing business environment. Frequent, special topic white papers and reports, grounded in high quality, primary data, collected from both consumers and business decision-makers. Join ClearSight® to access all published and future reports, including those shown below. BVA BDRC | DEMAND V. SUPPLY SIDE ISSUES IN SME FINANCE. Supply side issues in SME Finance. The role of bank finance and SMEs’ access to funding has returned to the media spotlight recently. The 10th SME Finance Monitor, an independent report on access to finance from BVA BDRC, was published in December 2013. This independent and impartial report separates the truth from the myths onaccess to finance.
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WHO WE ARE
BVA BDRC is an award winning international consumer and business insight consultancy, conducting research in over 90 countries. The agency, part of Paris-based BVA Group , offers the complete range of research consulting and business transformation. We help brands get closer to their customers, improve customer experience and grow the bottom line.What we do
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All our clients face challenges which can be addressed by market research - understanding customer needs, product development opportunities, staff motivation, market entry requirements, compliance and more. You need to work with people who know their stuff and can cut through the data to give you meaningful solutions.BRANDS
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Business Issues
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BVA BDRC has created a range of sector focussed research products. Some are syndicated so the cost is shared across several clients, while others are highly detailed sector studies. Each has a proven record of delivering valuable insight and has been developed to meet the evolving needs of dynamic markets.View all products
VISITORVERDICT
A visitor survey for museums providing real-time results benchmarked against similar attractions. COVID-19 INTEGRATED RESPONSE TOOLKIT This integrated toolkit helps businesses enhance operational preparedness to achieve safety in the post-COVID-19 economy.BUSINESS VIEWS
Introducing Business Views, offering subscribers rich, rapid insight from a diverse community of SMEs. TRACKING CONSUMER SENTIMENT ON THE IMPACT OF COVID-19 The tracker has been replaced by ClearSight®. Click here for moredetails.
VOICE OF THE RESIDENT Voice of the Resident gives you the inside track on how residents interact with their homes and the implications for your proposition. LISTENING TO INTERMEDIARIES Providing insights from mortgage brokers across the UK on the experiences and issues they face today. MOBILE BANKING APP CX BENCHMARKING Fully transparent, branded CX benchmarks for all key mobile bankingapp providers.
PROPERTY AND REAL ESTATE RESEARCH For many years now, the UK’s Property & Real Estate sector has benefitted from our impactful research insight.COGNITION AUDITS
COGNITION Audits are a unique approach that, through communication, allows you to create measurable customer behaviour change. INCREASING ONLINE GIFT AID Using behavioural science to increase online Gift Aid participation for visitor attractions.NUDGE CONSULTING
Creating affordable, sustainable and transformative changes in both customer and employee behaviour. BUSINESS BANKING SERVICE QUALITY - NORTHERN IRELAND A look at how likely customers are to recommend their current account provider to other SMEs in Northern Ireland. BUSINESS BANKING SERVICE QUALITY - GREAT BRITAIN A look at how likely customers are to recommend their current account provider to other SMEs in Great Britain. BUSINESS BANKING SERVICE QUALITY A look at how likely customers are to recommend their current account provider to other SMEs in Great Britain and Northern Ireland.SOCIAL LISTENING
Social listening allows you to track brand engagement in a meaningful, measurable and actionable way.BVA BDRC UX
We align our UX expertise in order to build user understanding and formulate short and long term client solutions. GLOBAL HIGH VALUE TRAVELLER OMNIBUS Your route to the world’s most frequent international travellers.SME FINANCE MONITOR
The leading national survey of access to finance for UK smallbusinesses
LONDON M&E SITE INSPECTION BENCHMARK We send mystery auditors to venues to obtain a fly-on-the-wall view of how showrounds perform and compare. RAIL REPUTATION INDEX A multi-client benchmarking programme designed to enable train operating companies to optimise customer loyalty and engagement.VENUEVERDICT
VenueVerdict provides intelligence about the client experience at hotels and meeting venues. MOMENTS OF TRUTH - NPS BENCHMARKING Benchmarking customer experience in key touch-points across financialservices.
MYSTERY GUEST
Follow in the customer’s footsteps with Mystery Guest inspections.MORTGAGE ACHILLES
A long running study offering unique insight into UK mortgage marketdynamics.
MERCURY
Tracking lenders’ marketing effectiveness and brand standing among mortgage intermediaries.MEETINGSMETRIX
A comprehensive view of meetings market dynamics, booker behaviour, brand performance and customer perception.LANDLORDS PANEL
The only regular, commercially available study of the UK’s private rental and buy-to-let sectors.HOTEL GUEST SURVEY
The definitive source of global insight on hotel brand performance, market dynamics and customer behaviour. BUSINESS OPINION OMNIBUS Cost-effective, credible business insight into SMEs and small corporates, the engine room of the economy.VISITORVERDICT
A visitor survey for museums providing real-time results benchmarked against similar attractions. COVID-19 INTEGRATED RESPONSE TOOLKIT This integrated toolkit helps businesses enhance operational preparedness to achieve safety in the post-COVID-19 economy.BUSINESS VIEWS
Introducing Business Views, offering subscribers rich, rapid insight from a diverse community of SMEs. TRACKING CONSUMER SENTIMENT ON THE IMPACT OF COVID-19 The tracker has been replaced by ClearSight®. Click here for moredetails.
VOICE OF THE RESIDENT Voice of the Resident gives you the inside track on how residents interact with their homes and the implications for your proposition. LISTENING TO INTERMEDIARIES Providing insights from mortgage brokers across the UK on the experiences and issues they face today. MOBILE BANKING APP CX BENCHMARKING Fully transparent, branded CX benchmarks for all key mobile bankingapp providers.
PROPERTY AND REAL ESTATE RESEARCH For many years now, the UK’s Property & Real Estate sector has benefitted from our impactful research insight.COGNITION AUDITS
COGNITION Audits are a unique approach that, through communication, allows you to create measurable customer behaviour change. INCREASING ONLINE GIFT AID Using behavioural science to increase online Gift Aid participation for visitor attractions.NUDGE CONSULTING
Creating affordable, sustainable and transformative changes in both customer and employee behaviour. BUSINESS BANKING SERVICE QUALITY - NORTHERN IRELAND A look at how likely customers are to recommend their current account provider to other SMEs in Northern Ireland. BUSINESS BANKING SERVICE QUALITY - GREAT BRITAIN A look at how likely customers are to recommend their current account provider to other SMEs in Great Britain. BUSINESS BANKING SERVICE QUALITY A look at how likely customers are to recommend their current account provider to other SMEs in Great Britain and Northern Ireland.SOCIAL LISTENING
Social listening allows you to track brand engagement in a meaningful, measurable and actionable way.BVA BDRC UX
We align our UX expertise in order to build user understanding and formulate short and long term client solutions. GLOBAL HIGH VALUE TRAVELLER OMNIBUS Your route to the world’s most frequent international travellers.SME FINANCE MONITOR
The leading national survey of access to finance for UK smallbusinesses
LONDON M&E SITE INSPECTION BENCHMARK We send mystery auditors to venues to obtain a fly-on-the-wall view of how showrounds perform and compare. RAIL REPUTATION INDEX A multi-client benchmarking programme designed to enable train operating companies to optimise customer loyalty and engagement.VENUEVERDICT
VenueVerdict provides intelligence about the client experience at hotels and meeting venues. MOMENTS OF TRUTH - NPS BENCHMARKING Benchmarking customer experience in key touch-points across financialservices.
MYSTERY GUEST
Follow in the customer’s footsteps with Mystery Guest inspections.MORTGAGE ACHILLES
A long running study offering unique insight into UK mortgage marketdynamics.
MERCURY
Tracking lenders’ marketing effectiveness and brand standing among mortgage intermediaries.MEETINGSMETRIX
A comprehensive view of meetings market dynamics, booker behaviour, brand performance and customer perception.LANDLORDS PANEL
The only regular, commercially available study of the UK’s private rental and buy-to-let sectors.HOTEL GUEST SURVEY
The definitive source of global insight on hotel brand performance, market dynamics and customer behaviour. BUSINESS OPINION OMNIBUS Cost-effective, credible business insight into SMEs and small corporates, the engine room of the economy.VISITORVERDICT
A visitor survey for museums providing real-time results benchmarked against similar attractions. COVID-19 INTEGRATED RESPONSE TOOLKIT This integrated toolkit helps businesses enhance operational preparedness to achieve safety in the post-COVID-19 economy.BUSINESS VIEWS
Introducing Business Views, offering subscribers rich, rapid insight from a diverse community of SMEs. TRACKING CONSUMER SENTIMENT ON THE IMPACT OF COVID-19 The tracker has been replaced by ClearSight®. Click here for moredetails.
VOICE OF THE RESIDENT Voice of the Resident gives you the inside track on how residents interact with their homes and the implications for your proposition. LISTENING TO INTERMEDIARIES Providing insights from mortgage brokers across the UK on the experiences and issues they face today. MOBILE BANKING APP CX BENCHMARKING Fully transparent, branded CX benchmarks for all key mobile bankingapp providers.
PROPERTY AND REAL ESTATE RESEARCH For many years now, the UK’s Property & Real Estate sector has benefitted from our impactful research insight.COGNITION AUDITS
COGNITION Audits are a unique approach that, through communication, allows you to create measurable customer behaviour change. INCREASING ONLINE GIFT AID Using behavioural science to increase online Gift Aid participation for visitor attractions.NUDGE CONSULTING
Creating affordable, sustainable and transformative changes in both customer and employee behaviour. BUSINESS BANKING SERVICE QUALITY - NORTHERN IRELAND A look at how likely customers are to recommend their current account provider to other SMEs in Northern Ireland. BUSINESS BANKING SERVICE QUALITY - GREAT BRITAIN A look at how likely customers are to recommend their current account provider to other SMEs in Great Britain. BUSINESS BANKING SERVICE QUALITY A look at how likely customers are to recommend their current account provider to other SMEs in Great Britain and Northern Ireland.SOCIAL LISTENING
Social listening allows you to track brand engagement in a meaningful, measurable and actionable way.BVA BDRC UX
We align our UX expertise in order to build user understanding and formulate short and long term client solutions. GLOBAL HIGH VALUE TRAVELLER OMNIBUS Your route to the world’s most frequent international travellers.SME FINANCE MONITOR
The leading national survey of access to finance for UK smallbusinesses
LONDON M&E SITE INSPECTION BENCHMARK We send mystery auditors to venues to obtain a fly-on-the-wall view of how showrounds perform and compare. RAIL REPUTATION INDEX A multi-client benchmarking programme designed to enable train operating companies to optimise customer loyalty and engagement.VENUEVERDICT
VenueVerdict provides intelligence about the client experience at hotels and meeting venues. MOMENTS OF TRUTH - NPS BENCHMARKING Benchmarking customer experience in key touch-points across financialservices.
MYSTERY GUEST
Follow in the customer’s footsteps with Mystery Guest inspections.MORTGAGE ACHILLES
A long running study offering unique insight into UK mortgage marketdynamics.
MERCURY
Tracking lenders’ marketing effectiveness and brand standing among mortgage intermediaries.MEETINGSMETRIX
A comprehensive view of meetings market dynamics, booker behaviour, brand performance and customer perception.LANDLORDS PANEL
The only regular, commercially available study of the UK’s private rental and buy-to-let sectors.HOTEL GUEST SURVEY
The definitive source of global insight on hotel brand performance, market dynamics and customer behaviour. BUSINESS OPINION OMNIBUS Cost-effective, credible business insight into SMEs and small corporates, the engine room of the economy.BLOGS
HOW CAN HOTELS CREATE EPIC MOMENTS FOR THEIR GUESTS?17th May 2021
Using the EPIC framework we look at how quick and simple gestures can make a memorable impression on someone's hotel stay and encouragerebooking.
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WHAT DO CONSUMERS THINK ABOUT BRAND PURPOSE?13th May 2021
Brand Purpose – the reason for a brand to exist beyond making money – has become a hot topic. In November 2020 we conducted research amongst a nationally representative sample of 1,000 consumers to examine it in more detail.Read more
THE TOP 20 HOTEL BRANDS IN GREAT BRITAIN19th Apr 2021
Each day this week, we count down the Top 20 leading hotel brands in Britain as well as four we think are worth watching.Read more
NOSTALGIA’S NOT WHAT IT USED TO BE…19th Apr 2021
When allowed to travel again, as many people are likely to revisit old favourite destinations as seek new ones, although that varies bycohort
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HOTEL GUEST SURVEY... TRANSFORMED19th Apr 2021
We look at the upcoming changes to the Hotel Guest Survey, reflecting the post-COVID market and other long-term trends in the sector.Read more
BIG CHANGES FOR VENUEVERDICT COMING SOON19th Apr 2021
VenueVerdict is undergoing perhaps its largest transformation in a decade to become much more than just a meeting planner survey.Read more
HOW CAN VISITOR ATTRACTIONS DELIVER EPIC EXPERIENCES THIS SPRING?1st Apr 2021
Delivering memorable customer experience goes beyond delivering the basics – it’s about going the extra mile in key moments of the experience that really matter.Read more
WHAT CAN ATTRACTIONS DO TO ENTICE VISITORS BACK THIS SPRING?25th Mar 2021
The countdown is on until our favourite attractions can reopen, and although some of us will flood back to them, others will understandably remain hesitant.Read more
DIGITISATION OF INDONESIA FROM COVID-1918th Feb 2021
One of the few upsides of the COVID-19 pandemic for the Indonesian economy has been to move it away from cash towards electronicpayments.
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DOES LOYALTY PAY? - A HOTEL SECTOR PERSPECTIVE3rd Feb 2021
James Bland gives his thoughts on loyalty in the hotel sector. Do the loyalty programmes so prominent in the sector reward loyalty? And, how can brands leverage this to enhance their bottom line?Read more
LET’S GET DOWN TO HOME-SCHOOLING!20th Jan 2021
January 5th marked the third national lockdown across the UK - inevitably signalling another wave of home-schooling.Read more
PRE-BOOKING INSIGHTS FOR VISITOR ATTRACTIONS13th Jan 2021
Many visitor attractions have responded to COVID-19 by changing to pre-booking only. There are clear benefits of this for some attractions. However, pre-booking doesn’t suit everyone.Read more
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