Austin Hospitality Blog

Are you tracking the return on investment from your website? Do you know how many visitors your site receives every day? Are you analyzing the metrics on the pages they viewed, the time they spend on your site, and the exit pages? Do you know how they were directed to your site?

If you have analytics installed on your website then you have access to this information. However, our research this month revealed that 41.8% of New England first class and luxury hotels don’t have analytics on their website!

What is Analytics Software?

Analytics software is a tool that gathers information about how people find your site, how they navigate through it, and how they become customers. You embed a JavaScript code into your web pages which will collect data from your users. You will then be able to view and analyze a great deal of data including how people entered your site (i.e. a banner ad, an article, or the search engines), what pages they visited, how long they spent on your site, what pages they exited on, what percentage of people left your site quickly (bounce rate), what content and keywords are most successful, and much more.

There are many software packages available, but the most popular are Google Analytics, Webtrends, and Omniture. Google Analytics is a very effective software that covers all the basics of tracking, and it is completely free. Omniture and Webtrends are paid software which will allow the user to delve deeper into the analytics and are best for very large e-commerce sites.

We recommend hotels use Google Analytics because it is a quality software that will provide you with a high-level of data at no cost. If your hotel brand has hundreds of properties, or a large complex website, you may consider paying for Omniture or Webtrends, however those sites may be overkill for most properties.  For purposes of this article we will focus on Google Analytics.

Why Does My Hotel Need Analytics?

If you aren’t tracking your website and internet marketing efforts you will never know if they are effective or what your return on investment is. You should decide what to track, set goals, and create reports that show how results tie back to goals. Below is an outline of why your hotel should use analytics:

Analytics can help your hotel detect problems with your website
Tracking allows you to analyze user behavior on your site which will help you identify if there are any problems on your site that need to be fixed. Analytics will tell you what the most popular pages on your site are, the average time users spend on each page, the pages a user visited before and after, and where the user exited your site. It will also show you the bounce rate which is the percentage of people who entered your site but left immediately without looking at other pages or links. If you analyze this data you can learn a lot about the content of your website and what works and what doesn’t.

If a user is on your site and proceeds to the reservations page, but then exits before booking, perhaps there is a problem with the reservations page. Maybe it is too difficult to use, or there is a trust issue, or the user was distracted by a link. If a certain page has a high bounce rate, or exit rate, you should also analyze the content on that page. Ideally you want users to exit only after they have booked or made some other conversion such as providing you with their e-mail or downloading a PDF.

Make sure your booking engines can integrate Google Analytics. Some booking engines have their own tracking system which can help hotels see conversions from PPC ads and other sources. However these systems may not allow you to track what users are doing on your site, or where they are clicking. Therefore you aren’t able to detect potential problems with your website.

On a technical note, you can also see what type of computers and web browsers your visitors are using and test to see if your site functions correctly within those browsers.

Analytics will show your hotel how people are directed to your website
If you aren’t tracking your internet marketing efforts such as your search engine optimization strategy, PPC campaign, banner ads, e-mail campaigns, or press releases/articles, then you will never know if they were effective. Google Analytics will show you exactly where your traffic came from. You can see the percentage of direct traffic (when the user directly types in your URL), traffic from referring sites (links from articles, social media sites such as Twitter, LinkedIn, etc.) and traffic from the search engines such as Google, Yahoo and Bing.

You can also link Google Analytics to your AdWords account to track your PPC campaigns. Once linked, Analytics will automatically tag your AdWord links for detailed campaign tracking reports. You must manually ‘tag your links’ on all your banner ads, e-mail campaigns, and newsletters so they can be tracked by Analytics. You can learn how to do this on the Google Analytics help page. You do not have to tag links from referral sites because Google Analytics can detect the site automatically.

Analytics will help your hotel learn about its audience
The visitors reports can show you what countries and cities your users are from, and the languages they speak. This can help you identify where your target audience is, and help you make decisions on your campaigns. Perhaps you have a lot of visitors from local areas, but not enough nationally. Therefore you may decide to do a national campaign. If you see there is a high percentage of Spanish speakers looking at your site, you may want to make want to make your site available in the Spanish language.

Analytics will tell you which keywords are most effective
The  keywords report will show you overall trends regarding your keywords. You can see which keywords drive the most traffic to your site, and more importantly, which keywords direct users to your site who then make a conversion (take an action you have specified in your goals, such as make a reservation, download information, or submit e-mail). It is important to look at the words that lead to the highest conversion rates as opposed to the ones that drive the most traffic. You should also look at the words that have the highest bounce rate, perhaps users find your site is not relevant to that word.

This entry was posted on Thursday, December 10th, 2009 at 10:55 am and is filed under Hotel News. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.