Report | Understanding, engaging and influencing the hospitality customer journey.

About

KAM is delighted to bring you this deep dive into the hospitality consumer’s journey from ‘plan to plate’. The shape of hospitality is changing fast but one thing, however, remains constant – the importance of understanding the way in which customers think and behave. We follow the customer journey from the initial decision to leave the house and venue choice through to ordering, paying and leaving a review.

We conduct online interview bi-annually with a nationally representative sample of 1,000 UK residents, aged 18+, who visit pubs, bars and restaurants. This report shows the latest results.

Release date

May 2025

Format

PDF Report. 60 pages