the cvb the future of the meetings industry · 2018-10-18 · impact the industry in the future,...

The CVB &

the Future of the

Meetings Industry

Research conducted by Destination Analysts, Inc. for the destination marketing industry in partnership with

Destinations International & Miles

2018

Research Overview & Objectives……………………………………................... 4

Methodology…………………………………………………………………………………… 5

Executive Summary…………………….…………….………................................ 6

Meeting Planner Profiles…………………………………………………………………. 19

Measuring Success……….…………………………………………………………………. 27

Challenges……………………………………………………………………………………….. 32

Looking Ahead……………………………………………………………………………….... 36

The Shared Economy……………………………………………………………………….. 41

The Meeting Planner & the CVB…………………………………………………..….. 45

Rating the CVB Industry………………………………………………………….………… 64

Contact Info for Questions and More Information ……………………………. 82

Table of Contents

The use of the terms “Convention & Visitors Bureau,” or “CVB,” in

this report is purposeful. The 2017 edition of this study found that

95.6 percent of meeting planners had heard of Convention &

Visitors Bureaus (CVBs), compared to 70.7 percent who had heard

of “Destination Marketing Organizations (DMO)s.” In addition,

84.9 percent of meeting planners reported referring to these

organizations as Convention & Visitors Bureaus (CVB); meanwhile

just 7.7 percent said they used the DMO term. This continued to be

evidenced in our interviews with meeting planners this year, in

which they used the term Convention & Visitors Bureaus or CVBs

to refer to these organizations.

Note on the Moniker Used in this Report

This report presents findings of a study of the meetings industry—specifically meeting planners’ assessment of the current state of the industry, feelings about the benefits and

challenges anticipated to be brought forth in the future, and the ideal functions and leadership of the CVB in the meeting planning process. This research was conducted by

Destination Analysts, Inc. in partnership with Destinations International and Miles Partnership.

The core objectives of this research are summarized below.

Research Overview & Objectives

• Develop a deeper understanding of the value CVBs can provide meeting planners

(across event types and sizes) based on current circumstances and anticipated changes

in the industry

• Examine metrics meeting planners use to evaluate and report the success of their

meetings and events

• Explore existing challenges in the industry and how the industry may evolve

• Benchmark the perceived performance of the CVB industry as a service provider to

meeting planners

• Identify recommendations for how the CVB and meeting planner best work together

towards the ultimate success of the destination and the event.

• Provide participating CVBs a benchmark of their meetings destination brand

performance

To address the objectives of this research an online survey of meeting planners was conducted. An invitation to take

this survey was sent via email to Destinations International’s list of meeting planner contacts, Destination Analysts’

meeting planner panel, and to meeting planner clients and prospects from participating CVBs. This allowed for the

ultimate sample collected to be representative of a full spectrum of meeting and event planners, including corporate,

association, and third-party planners, as well as those who plan for city-wides and those solely focused on self-

contained meetings. Respondents were screened for meeting planner responsibilities and/or destination decision

influence. Those meeting planners who completed the survey were provided a $25 Amazon.com e-gift card for their

participation. In total, 831 completed surveys were collected.

Findings from the survey were then explored in greater depth with a series of interviews of 20 meeting planners.

Again, a wide range of meeting planners were included in these interviews in order to maximize included perspectives.

These interviews were conducted via online video conference, moderated by Destination Analysts staff.

Methodology

Executive Summary – Meeting Planning Today and in the Future

2018 Meeting Planner Profile

The 831 meeting planners surveyed for this research represent

a full spectrum of meeting and event planners with experience

in a variety of industries, including corporate (42.4%),

national/international association (42.0%), state/regional

association (26.8%) and third-party planners (25.6%), as well as

those who regularly plan city-wides and those solely focused

on self-contained meetings (44.9%).


The Shared Economy & Peer to Peer Lodging

Use of Airbnb as a housing option—either by working directly with the company or

simply promoting the service—is up very slightly from 3.0% to 4.5%, and the proportion

likely or certain to use it in the future has remained virtually the same (3.6%). In total,

4.6 percent of meeting planners specifically named increased use of AirBnB by attendees

as a trend they see as having amongst the biggest impact on the meetings industry in

the future. However, several meeting planners interviewed as part of this research

independently brought up the use of AirBnB by attendees as a potential challenge that

they are keeping a watch on. And yet, three in ten planners agreed that CVBS should

have a partnership or strong relationship with CVBs.


Technology—An Aiding Yet Complicating Force

When asked their expectations of certain factors in the meetings industry getting

better or worse in the next three years, by far the top two factors meeting planners

see improving are technology related: technology developed for meeting planners

(78.9% see this as improving) and the use of data in decision making for meetings

(64.5% see this as improving). When specifically naming issues that will most

impact the industry in the future, disruptive technology (17.7%) and remote

connectivity/virtual meetings (8.9%) were the first and fourth most common

responses. In addition, 59.7 percent of meeting planners agreed that planners will

increase their reliance on services that automate or digitize the services they need.

Important Note: While 57.5 percent of meeting planners rated CVBs highly for

“keeping up with changes in the meetings industry and adapting their styles

towards these changes,” there is certainly opportunity to strengthen the

perception that CVBs are up-to-date, and even forward-thinking, on the industry.


Destination Selection & Measuring Meetings Success

When asked to rank their top measurements of the success of their meetings,

attendee satisfaction (40.1%), followed by the number of registrants (34.1%),

continue to generally be the most important to meeting planners. Other factors

related to satisfaction, including the overall experience of the meeting (20.8%) and

achieving the meeting’s goals (20.6%) are also important. Cost/budget

adherence/profit—although secondary to satisfaction—also represents a

prominent success metric to how meeting planners judge their meetings. There is

an opportunity for CVBs to play a role and/or be further seen as assisting

meeting planners in achieving strong attendee satisfaction by curating and

delivering a strong overall meeting experience. Note that for third-party planners,

client satisfaction is understandably paramount (54.3%). Corporate planners are

the planners most concerned with attendee satisfaction (44.7%), while association

planners strongly characterize success by the number of attendee registrations

(42.9%).

These meeting success metrics drive what planners feel is most important in

evaluating the destinations to hold their meetings, including geographic location

(92.3%), meeting facilities (91.4%), and hotel quality (90.8%), as well as hotel

rates (90.7%) and the overall cost of the destination (90.6%). A second but

critical set of destination attributes important to meeting planners relates directly

to the attendee experience, including safety (84.5%), popularity (82.2%),

destination amenities (78.9%), walkability (68.8%), airport facilities and lift (66.5%)

and weather (62.5%). CVBs have an opportunity to communicate more explicitly

about the overall visitor experience their destination provides meeting

attendees, and relatedly, about the overall costs of holding a meeting in their

destination. For example, beyond the room rate, planners want to know

information related to their attendees expected transportation and eating out

costs in the destination. Association planners are somewhat more cost conscious

than corporate and third-party planners.


Destination Selection & Measuring Meetings Success

While attendee satisfaction is key to their success, meeting planners are

currently feeling most challenged by financial issues. Staying within budget

(40.2%) and negotiating cost savings (34.6%) are the top two ranked challenges

meeting planners feel they most commonly face in planning and executing a

successful meeting. Issues related to satisfaction are present but secondary

compared to cost.

When meeting planners look to the future of the industry, the primary factors

they see getting worse are financially related—client/meetings budget,

meeting planners’ ability to negotiation with hotels, and the impact of hotel

brand consolidation/mergers. In terms of trends they see impacting the

industry in the coming years, rising costs and budget issues and their decreased

leverage and bargaining power due to mergers are amongst the top named.

Challenges meeting planners feel around finances result in lost business for

destinations. When asked why they had passed on a destination they had

seriously considered in the last year, the top two reasons meeting planners

provided were expensive hotel rates (55.1%) and the overall cost of holding a

meeting in the destination (52.2%).

The critical role CVBs play as a brand manager and chief brand communicator

for their entire destination is also evident in meeting planners’ feedback on

lost business. Three in ten meeting planners passed on a destination they were

seriously considering in the last year because of perceived low popularity of

that destination with attendees, and nearly one in five did not ultimately

choose a destination because of brand perception issues that destination is

facing (18.4%).

Executive Summary – The Health of the CVB-Meeting Planner Relationship

Familiarity with CVBs has improved over the last year. The percent of third-party meeting

planners (70.8%), corporate planners (47.7%) and SMERF planners (57.6%) who characterize

themselves as “very familiar” with CVBs has increased from 2017.

Usage of CVBs remains at strong levels—the typical planner has used 5.6 CVBs in the past

year—with third party planners utilizing the highest number (7.7) and corporate planners

the least (3.8). Although corporate planners continue to have the lowest volume of CVB use,

their average is up from 2017 (2.9).

Over half of meeting planners consider CVBs “very important” to the meetings industry

(54.5%) and see them becoming more or much more important to the industry in the

future (50.3%). Another 35.4 percent characterize CVBs as “important” to the industry. The

characterization of CVBs as “very important” to the meetings industry is up amongst

corporate planners but down somewhat amongst other meeting planner segments. In

looking to the future, similar to 2017, meeting planners are fairly split as to whether CVBs

are becoming more important to the industry or their relative importance will remain the

same (45.0%). Less than 5 percent feel that CVBs are becoming less important to the

industry.


CVBs are still seen as providers of a high level of customer service for meeting planners. In total, 41.3 percent of meeting planners “strongly agreed” with the statement,

“From a service standpoint, CVBs are typically willing to go above and beyond in order to ensure a meeting/event’s success” (another 34.9% “agreed”). Meeting planners gave

the CVB industry overall its highest ratings for “exhibiting ethical behavior” (74.5%), “treating me as an important customer” (69.6%), “providing a superior, high level of

service” (64.2%), “coming up with thoughtful solutions to issues” (64.2%), and “giving me a point person in the organization whose experience fits my needs” (63.0%). In

addition, three quarters of meeting planners agreed that “CVBs generally meet my expectations in terms of timely response to my queries” and “CVBs generally meet my

expectations in terms of overall responsiveness.”

CVBs continue to encompass the most commonly used resources regularly accessed by

meeting planners for destination research. 77.5 percent of meeting planners surveyed selected

one or more CVB resources as ones which they typically access for information on meetings

destinations. In fact, CVB staff, CVB-hosted events and CVB websites are the third, fourth and

fifth most commonly used resources after meeting planners’ own experience and the

recommendations of their colleagues and other meeting planners, and ahead of general Internet

searching. For third-party planners, CVENT is amongst the top resources used for destination

research. Corporate planners are the likeliest meeting planners to rely on Internet searches—a

potential way for CVBs to reach them.


Destination expertise is the top association meeting planners have with CVBs. When asked in an open-ended format the value, benefits and services offered

to meeting planners by Convention & Visitors Bureaus that first come to mind, over half (54.5%) stated something related to destination expertise. In addition,

48.4 percent of meeting planners “strongly agree” that “the CVB/DMO is the most expert resource on their destination” (another percent 34.5 percent

“agree”). Amongst the more specific services immediately associated with CVBs, organizing site visits (18.5%), providing incentive packages/financial

assistance (17.2%), offering marketing/attendance building assets (15.7%) and supplying hotel/site selection assistance (15.6%) were top.

The CVB services meeting planners most value correlate to their current perceptions of CVBs, their primary success metrics around high attendee

satisfaction and great overall meeting experience, and their financial challenges. When asked which were the most important services CVBs provide, the

three garnering the most agreement amongst meeting planners were “personalized hotel selection assistance” (41.4%), “incentive packages to hold your

meeting in their destination” (41.3%) and “destination experts on staff to provide planners assistance (36.9%).” In fact, the financial benefit of CVBs is strong

for some meeting planners: 31.6 percent agree that “the incentives offered by the local CVB such as credits and hosted receptions are “deal breakers”—I would

choose another destination if there was no or a dissatisfactory incentive.” Likely due to their current relationship and usage patterns with CVBs, they are less

likely to value CVBs for services that CVBs are typically capable of, such as “acting as on the ground reps of my meeting” (20.7%) and “assistance in working

with local government (22.3%).”


CVBs have an opportunity to educate and clarify their potential role and services to meeting planners who already have experience in their

destination and/or who are hosting self-contained meetings. This study has found that if meeting planners have previous experience with a

destination, their likelihood to value the CVB and to use their services—although up somewhat from 2017—still dramatically decreases. When

asked about the CVB resources and services they would use if planning a self-contained meeting, about half of the most likely named were

simpler rather than more strategic: printed destination guidebooks (50.9%), local events calendar (48.1%), digital marketing materials (44.6%),

welcome signage (42.0%). The more strategic CVB services that meeting planners say they will most likely use include personalized hotel

selection assistance (43.4%) and an incentive package (42.6%).

Along this vein, CVBs can capitalize on the opportunity to adopt more of an account manager mentality versus a traditional sales

role/distinctly split sales and services structure. A sentiment that was expressed by several meeting planners in the 2017 edition of this study

was a feeling that CVBs were “done with them” after their destination was chosen for the meeting. In exploring this more fully in this year’s

study, nearly two-thirds of meeting planners stated that if CVBs “act as a partner more than sell—be an account manager rather than just sales”

this would positively impact their likelihood of using CVBs more in the future. Fully four in ten meeting planners expressed that “guaranteeing a

meeting with me to really understand my meeting and/or business” would increase their usage of CVBs. Areas on which meeting planners did

NOT score the CVB industry particularly highly on include “acting as a true partner, not just sales people” and “continuing to be engaged in my

business after my meeting/event.”


CVBs can potentially improve their perception amongst meeting planners by

communicating or furthering their influence over key groups, such as—on

an industry level, national hotel sales offices—and—on a local level, hotel

sales and marketing staff and government officials.

When asked to rate CVBs influence over local groups potentially critical to the

meeting planning process, about half rated CVBs’ influence over their own

members highly, while 44.6 percent rated their influence over hotel sales and

marketing staff similarly. Only about a third highly rated CVBs’ influence over

group room rates at hotels and the destination’s local government officials.

However, 77.1 percent of meeting planners agreed that “if national hotel

sales offices worked closely with the local CVB, meeting planners would

benefit.” Over two-thirds agreed that “CVBs could help meeting planners by

being ready to play an active role in negotiating or determining revenue

structures.” Interestingly, four in ten meeting planners said that CVBs

providing economic impact estimates of their meetings would increase their

likelihood of using CVBs more in the future.


Communication Expectation Alignment

Meeting planners report wanting to hear from CVB sales teams at multiple points in the destination selection process (including after the destination is selected), but most

commonly in the destination research phase.

Meeting planners show the strongest preference for email communication from CVB sales teams (67.1% say they generally prefer to be solicited by CVBs via email). Fully

four in ten meeting planners say they like to be solicited by CVB sales teams at industry tradeshows. Relatively few want calls or mail.

One quarter of meeting planners feel they generally desire faster service than CVBs are currently providing. 41.2 percent of meeting planners expect their call to a CVB to be

returned the same day, 40.0 percent expect their questions to be answered same day. About half of meeting planners expect the CVB to distribute their RFP within two days

and 44.7 percent expect a response to their RFP within two days.

There is some demand for a set standardized sales and services processes that meeting planners can expect from CVBs. In total, 38.8 percent of meeting planners said a CVB-

industry wide set of standard services processes would have a positive impact on their use of CVBs while 34.7 percent said an CVB-industry wide set of standard sales

processes would increase their use of CVBs. There is also opportunity for the CVB industry to improve their perception of transparency in communications and

recommendations (only 56.7% of meeting planners rated the industry highly for this).

About This Report

• The aggregate total is shown in the chart on the left

• On the right, a data table shows the findings broken out by meeting planner type:

1. Corporation

2. Third-Party

3. Association

4. Self-Contained

5. Citywide

In the remainder of this report, data from the survey findings is presented as follows:

This section of the report summarizes the key professional characteristics of the meeting planners in this study

Decision-Making Responsibility

Which best describes you? (Select one) Base: 831 Completed Surveys

1.0%

5.9%

7.6%

9.3%

25.6%

50.7%

0% 20% 40% 60%

I am not regularly involved in the planning ofmeetings and/or events

I work for an association managementcompany

Others in my organization are meetingplanners, but I am involved in the planning

decisions

I am a volunteer planner for myorganization/group

I am a third-party meeting and eventsplanner

I plan meetings exclusively for the businessentity by which I am employed SELF

CONTAINEDCITYWIDE

I plan meetings exclusively for the business entity by which I am employed

56.6% 47.4%

I am a third-party meeting and events planner 19.3% 27.5%

I am a volunteer planner for my organization/group 8.3% 12.4%

Others in my organization are meeting planners, but I am involved in the planning decisions

7.8% 7.5%

I work for an association management company 6.7% 4.9%

I am not regularly involved in the planning of meetings and/or events

1.3% 0.3%

Role in Destination Selection

Which best describes your role in selecting the destination for the meetings planned by you and/or your organization? Base: 831 Completed Surveys

6.6%

14.9%

29.1%

41.5%

7.8%

0% 20% 40% 60%

I have no part in the destination decision

I share the destination decision makingresponsibility with others in my organizationor company as well as with our clients/board

of directors.

I share the destination decision makingresponsibility with my clients/board of

directors

I share the destination decision makingresponsibility with others in my organization

or company

I am the sole decision maker on thedestinations we select CORP. 3RD PARTY ASSOC. SELF CONT. CITYWIDE

I am the sole decision maker on the destinations we select

12.4% 2.8% 2.0% 4.8% 12.1%

I share the destination decision making responsibility with others in

my organization or company55.3% 10.8% 24.5% 44.5% 40.5%

I share the destination decision making responsibility with my

clients/board of directors15.2% 58.7% 44.9% 27.6% 26.5%

I share the destination decision making responsibility with others in

my organization or company as well as with our clients/board of directors

12.6% 15.5% 24.5% 14.7% 17.0%

I have no part in the destination decision

4.5% 12.2% 4.1% 8.3% 3.9%

Types of Business/Groups

Which types of groups do you most typically plan meetings for? Base: 831 Completed Surveys

1.7%

1.3%

2.9%

5.1%

5.8%

6.7%

7.2%

8.3%

8.8%

13.5%

19.9%

20.0%

26.8%

42.0%

42.4%

0% 20% 40% 60%

NONE OF THE ABOVE

Military reunions

Fraternal organizations

Ethnic/Multicultural groups

Family reunions

School groups

Hobby—Social organizations

Religious organizations

Sports groups or sporting organizations

Government

International Association

Non-profit—Charity

State or Local Association

National or Regional Association

Corporate—Private sector businesses SELF CONT. CITYWIDE

Corporate—Private sector businesses 39.1% 40.8%

National or Regional Association 39.1% 44.1%

State or Local Association 20.9% 33.7%

Non-profit—Charity 17.7% 20.3%

International Association 16.4% 24.5%

Government 12.1% 12.7%

Sports groups or sporting organizations 5.9% 9.8%

Religious organizations 8.0% 7.5%

Hobby—Social organizations 5.4% 7.2%

School groups 6.2% 5.2%

Family reunions 5.4% 5.2%

Ethnic/Multicultural groups or associations 4.8% 4.9%

Fraternal organizations 1.6% 3.6%

Military reunions 0.8% 1.6%

NONE OF THE ABOVE 2.1% 1.3%

Types of Meetings

Which best describes the types of meetings/events you most typically plan? (Select all that apply) Base: 831 Completed Surveys

4.4%

3.1%

5.6%

7.6%

9.0%

18.6%

19.1%

19.3%

21.4%

27.4%

39.1%

46.9%

50.4%

67.4%

77.6%

0% 20% 40% 60% 80% 100%

Other

School trips

Consumer shows

Reunion events

Product reveals

Team-building

Special events (i.e. festivals)

Incentive trips

Trade shows with exhibits

Networking/corporate social events

Board/other organizational retreats

Seminars or educational meetings

Conventions w/ exhibits, general sessions, meetings

Business meetings/board meetings

Annual meetings CORP. 3RD PARTY ASSOC. SELF CONT. CITYWIDE

Annual meetings 79.8% 84.5% 91.8% 73.2% 86.6%

Business meetings/board meetings 69.8% 78.4% 75.5% 64.3% 67.3%

Conventions with exhibits, general sessions and/or meetings 48.2% 61.5% 49.0% 40.2% 58.8%

Seminars or educational meetings 46.8% 50.2% 34.7% 45.8% 40.2%

Board/other organizational retreats 37.3% 54.9% 38.8% 36.5% 42.2%

Networking/corporate social events (i.e. mixers, or other social-business

functions)24.7% 32.9% 16.3% 22.0% 21.9%

Trade shows with exhibits 20.9% 31.5% 12.2% 16.1% 24.2%

Incentive trips 13.3% 46.9% 0.0% 14.7% 22.5%

Special events (i.e. festivals) 15.7% 20.7% 10.2% 14.2% 15.4%

Team-building 18.8% 25.8% 8.2% 18.2% 17.6%

Product reveals 5.7% 23.9% 4.1% 4.0% 15.0%

Reunion events 3.6% 14.1% 0.0% 6.7% 4.9%

Consumer shows 5.5% 11.7% 6.1% 3.2% 9.8%

School trips 0.5% 6.6% 2.0% 2.7% 2.3%

Other 4.3% 2.3% 0.0% 3.5% 4.2%

Industries of Experience

Which of the following industries do you have experience planning meetings or events for? (Select all that apply) Base: 831 Completed Surveys

8.4%

9.3%

12.3%

14.4%

14.7%

15.5%

15.5%

20.5%

24.5%

24.9%

28.2%

44.0%

0% 20% 40% 60%

Agriculture

Telecommunications

Advertising/Marketing

Pharmaceutical

Food & Beverage

Manufacturing

Insurance

Science/Engineering

Financial

Software/Technology

Medical

Education CORP. 3RD PARTY ASSOC. SELF CONT. CITYWIDE

Education 35.4% 61.5% 38.8% 37.5% 47.1%

Medical 22.1% 43.7% 51.0% 24.1% 30.1%

Software/Technology 17.3% 52.1% 6.1% 18.5% 29.1%

Financial 17.1% 50.7% 22.4% 19.0% 28.1%

Science/Engineering 15.2% 30.5% 30.6% 15.5% 20.6%

Insurance 9.3% 36.2% 8.2% 12.6% 17.6%

Manufacturing 11.4% 28.2% 12.2% 12.1% 17.0%

Food & Beverage 10.9% 26.8% 16.3% 10.5% 18.6%

Pharmaceutical 10.7% 28.6% 14.3% 11.8% 15.0%

Advertising/Marketing 10.5% 21.6% 6.1% 10.2% 13.7%

Telecommunications 5.9% 17.4% 4.1% 5.6% 12.7%

Agriculture 5.9% 16.0% 6.1% 4.3% 12.7%

Typical Meetings Sizes

How large are the meetings you typically plan (in peak room nights?) Base: 831 Completed Surveys

59.7%

46.8%

37.8%

20.7%

8.9%5.7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

1-100 PeakRoom Nights

101-250Peak Room

Nights

251-500Peak Room

Nights

510-1000Peak Room

Nights

1001-2000Peak Room

Nights

More than2000 Peak

Room Nights

CORP. 3RD PARTY ASSOC. SELF CONT. CITYWIDE

1-100 Peak Room Nights 57.7% 64.8% 51.0% 65.4% 49.0%

101-250 Peak Room Nights 42.3% 67.6% 51.0% 42.9% 46.1%

251-500 Peak Room Nights 34.2% 55.4% 36.7% 31.1% 43.1%

510-1000 Peak Room Nights 18.5% 30.5% 26.5% 15.3% 27.1%

1001-2000 Peak Room Nights 7.6% 13.6% 8.2% 3.8% 16.7%

More than 2000 Peak Room Nights

5.2% 8.0% 4.1% 1.9% 12.1%

Frequency of Planning City-Wide Conventions

44.9%

18.3%

9.1%

27.7%

0% 20% 40% 60%

I only plan self-contained meetings

I infrequently or rarely plan citywideconventions/events

I plan at least one citywideconvention/event every 2-3 years

I plan at least one citywideconvention/event per year

Which best describes how frequently you plan city-wide conventions and/or events? Base: 831 Completed Surveys


I plan at least one citywide convention/event per year

27.6% 26.8% 18.4% 0.0% 75.2%

I plan at least one citywide convention/event every 2-3

years6.9% 12.7% 12.2% 0.0% 24.8%

I infrequently or rarely plan citywide conventions/events

15.4% 26.8% 18.4% 0.0% 0.0%

I only plan self-contained meetings

50.1% 33.8% 51.0% 100.0% 0.0%

This section of the report examines the metrics meeting planners use to evaluate their success, and relatedly, how destination decisions are made

Meeting Success Metrics—Overall

Please think about how you most typically evaluate the success of the meetings or events you plan. Which of the following do you generally consider MOST IMPORTANT in measuring the success of a meeting or event? Please rank your top five. Base: 831 Completed Surveys

5.7%

8.8%

9.7%

14.3%

23.6%

20.6%

8.7%

11.8%

11.1%

9.4%

10.5%

19.5%

0% 10% 20% 30% 40% 50%

Other

Media/trade/press coverage on event

Social media engagement and mentions

Sponsor/exhibitor satisfaction

Sold out room block

Dollar amount as a result from sponsorships/exhibitors

Number of sponsorships/exhibitors

Dollar amount as a result from attendee registrations

Cost savings negotiated

Profit margin

Staying within budget

Achieving meeting goals

The overall experience of the meeting

Client satisfaction

Number of attendee registrations

Attendee satisfaction

Ranked #1 Ranked #2

(4.3%, 3.9%)

(3.4%, 3.7%)

(3.1%, 3.5%)

(1.4%, 4.5%)

(2.3%, 3.5%)

(1.2%, 3.5%)

(1.1%, 2.0%)

(0.1%, 0.6%)

(0.1%, 0.4%)

(0.2%, 0.2%)

TOP TWO BOX SCORE CORP. 3RD PARTY ASSOC. SELF CONT. CITYWIDE

Attendee satisfaction 44.7% 29.1% 26.5% 44.0% 38.2%

Number of attendee registrations 35.6% 15.5% 42.9% 32.4% 35.3%

Client satisfaction 13.5% 57.3% 8.2% 21.7% 21.6%

The overall experience of the meeting 21.6% 18.3% 18.4% 22.8% 20.6%

Achieving meeting goals 21.4% 21.1% 20.4% 22.3% 17.3%

Staying within budget 17.8% 13.1% 12.2% 16.4% 12.4%

Profit margin 8.3% 7.5% 22.4% 6.7% 9.8%

Cost savings negotiated 6.2% 9.4% 6.1% 7.0% 6.5%

Dollar amount as a result from attendee registrations

7.4% 4.7% 4.1% 5.6% 8.2%

Number of sponsorships/exhibitors 4.8% 4.7% 10.2% 4.3% 8.2%

Dollar amount as a result from sponsorships/exhibitors

7.4% 3.8% 10.2% 4.8% 7.5%

Sold out room block 3.6% 7.5% 8.2% 3.2% 6.5%

Sponsor/exhibitor satisfaction 2.9% 3.3% 6.1% 1.3% 4.2%

Social media engagement and mentions 0.7% 0.9% 0.0% 1.1% 0.3%

Media/trade/press coverage on event 0.2% 0.5% 2.0% 0.3% 1.0%

Other 0.7% 0.5% 0.0% 0.5% 0.7%

Meeting Success Metrics: Top 5 By Planner Type

Please think about how you most typically evaluate the success of the meetings or events you plan. Which of the following do you generally consider MOST IMPORTANT in measuring the success of a meeting or event? RANK THE TOP FIVE? Base: 831 Completed Surveys

Corporate Planners Third-Party Planners Association Planners SMERF Planners

Attendee satisfaction (44.7%)

Attendee registrations (#) (35.6%)

Overall meeting experience (21.6%)

Achieving meeting goals (21.4%)

Staying within budget (17.8%)

1

2

3

4

5

Client satisfaction (57.3%)





1

2

3

4

5



Profit margin (22.4%)



1

2

3

4

5



Client satisfaction (21.9%)



1

2

3

4

5

Importance of Destination Attributes—Overall

In general, how important are each of the following in determining the destination in which you hold your meetings? Base: 831 Completed Surveys

10.8%23.7%

37.2%37.7%

41.3%45.4%

48.7%51.5%

60.4%62.5%

66.5%68.8%

71.9%78.9%

82.2%82.6%84.5%

90.6%90.7%90.8%91.4%92.3%

0% 20% 40% 60% 80% 100%

Sports venues/sporting event facilities

Contains a convention center

Ease of working with unions

Popularity of destination with exhibitors

Service provided by CVB/DMO

Street scene/vibe

Relaxing ambiance

Incentives

Availability of 4 and/or 5 star hotels

Weather

Airport facilities and lift

Walkability

Client preference

Destination amenities

Popularity of destination with attendees

Good past experience with destination

Safety

Overall cost of holding meeting in destination

Hotels – rates

Hotels – quality

Meeting facilities

Geographic locationTOP TWO BOX SCORE CORP. 3RD PARTY ASSOC. SELF CONT. CITYWIDE

Geographic location 91.5% 92.9% 93.5% 94.0% 90.9%

Meeting facilities 91.5% 94.3% 89.1% 89.4% 91.9%

Hotels – quality 90.8% 93.4% 91.3% 89.4% 90.9%

Hotels – rates 92.3% 91.9% 91.3% 90.8% 93.0%

Overall cost of holding meeting in destination 90.6% 91.5% 93.5% 87.8% 93.0%

Safety 84.1% 85.8% 87.0% 84.0% 85.6%

Good past experience with destination 80.4% 87.2% 76.1% 81.3% 81.9%

Popularity of destination with attendees 81.2% 83.4% 84.8% 79.1% 84.2%

Destination amenities 79.2% 82.5% 76.1% 75.9% 82.9%

Client preference 64.5% 79.1% 65.2% 65.0% 67.1%

Walkability 64.0% 94.8% 76.1% 68.8% 72.1%

Airport facilities and lift 69.3% 70.6% 71.7% 61.8% 74.5%

Weather 62.8% 62.1% 58.7% 60.2% 64.4%

Availability of 4 and/or 5 star hotels 59.7% 71.1% 50.0% 59.3% 61.4%

Incentives 48.3% 57.3% 54.3% 42.3% 58.4%

Relaxing ambiance 44.2% 48.3% 60.9% 41.5% 49.7%

Street scene/vibe 36.7% 50.2% 37.0% 34.7% 52.0%

Service provided by CVB/DMO 49.3% 44.5% 45.7% 44.7% 52.7%

Popularity of destination with exhibitors 36.2% 51.7% 39.1% 29.0% 43.3%

Ease of working with unions 37.4% 38.4% 37.0% 28.5% 45.6%

Contains a convention center 25.6% 22.3% 21.7% 12.7% 40.6%

Sports venues/sporting event facilities 8.7% 14.7% 2.2% 6.0% 17.4%

Importance of Destination Attributes: Top 5 by Planner Type

In general, how important are each of the following in determining the destination in which you hold your meetings? Base: 831 Completed Surveys

Corporate Planners Third-Party Planners Association Planners SMERF Planners

Meetings facilities (92.3%)

Geographic location (91.5%)

Hotels – quality (91.5%)

Hotels – rates (90.8%)

Overall cost (90.6%)

1

2

3

4

5

Client preference (94.8%)





1

2

3

4

5






1

2

3

4

5






1

2

3

4

5

This section of the report examines meeting planners’ current challenges in executing a successful meeting

Top Meeting Planner Challenges

Now please think about the top challenges you commonly face in planning and executing a successful meeting. Please rank your top five challenges. Base: 831 Completed Surveys

TOP 2 BOX SCORE CORP. 3RD PARTY ASSOC. SELF CONT. CITYWIDE

Staying within budget 39.9% 40.4% 34.7% 40.2% 39.8%

Negotiating cost savings 32.3% 36.6% 32.7% 35.9% 33.7%

Identifying a centrally located destination

21.1% 21.6% 16.3% 26.3% 16.7%

Attendee satisfaction 19.5% 16.0% 28.6% 20.4% 22.9%

Attrition 20.4% 21.6% 12.3% 17.1% 17.9%

Profit 15.2% 9% 18.4% 10.7% 14.7%

Client satisfaction 8.1% 22.6% 10.2% 11.0% 11.7%

Accomplishing meeting goals 14.0% 7.0% 12.3% 13.2% 12.8%


12.6% 7.1% 24.5% 6.2% 16.3%

Airlift 6.7% 10.4% 2.0% 7.0% 5.9%

Other 4.5% 3.3% 2.0% 4.0% 5.2%

4.5%

5.8%

6.4%

7.2%

8.4%

10.5%

11.9%

18.5%

20.9%

6.4%

5.9%

5.3%

5.9%

9.9%

10.2%

10.3%

16.1%

19.3%

0% 20% 40% 60%

Other

Airlift


Accomplishing meeting goals

Client satisfaction

Profit

Attrition

Attendee satisfaction

Identifying a centrally located destination

Negotiating cost savings

Staying within budget

Ranked #1 Ranked #2

(2.5%, 4.3%)

(3.4%, 0.8%)

Reasons for Passing on a Considered Destination—Overall

Please think about the destinations you seriously considered but did not select for meetings that you planned in the past 2 years. Which of the following were reasons that a destination you considered was not selected for a meeting? Base: 831 Completed Surveys


Expensive hotel rates 54.4% 60.1% 61.2% 52.8% 56.5%

Overall cost of holding meeting in destination 51.3% 49.8% 61.2% 53.4% 48.7%

Availability of meeting facilities 41.1% 42.3% 42.9% 42.9% 42.5%

Distance/geographic location 37.1% 36.2% 46.9% 38.3% 37.3%

Client preference 22.3% 59.6% 30.6% 29.5% 30.1%

Limited airport facilities and lift 29.2% 41.8% 34.7% 31.1% 30.1%

Low popularity of destination with attendees 28.7% 29.6% 20.4% 28.4% 33.3%

Quality of meeting facilities 24.2% 32.9% 34.7% 26.0% 33.0%

Quality of hotels 21.6% 34.3% 18.4% 22.8% 25.8%

Limited walkability in the destination 19.0% 26.3% 26.5% 20.1% 20.3%

Limited destination amenities 18.8% 23.9% 12.2% 18.8% 21.2%

Destination brand perception issues 15.7% 29.1% 8.2% 16.1% 19.3%

Poor past experience with destination 17.6% 22.1% 6.1% 13.7% 20.6%

Weather 15.7% 20.2% 14.3% 13.9% 17.6%

Safety 14.5% 19.7% 10.2% 13.9% 13.7%

Ambiance of the destination did not fit the meeting 14.5% 16.9% 8.2% 12.6% 14.4%

Challenges of working with unions 10.2% 18.8% 6.1% 8.6% 12.1%

Limited availability of 4 and/or 5 star hotels 8.8% 18.3% 14.3% 11.0% 11.8%

The destination’s CVB did not offer incentives 5.9% 11.7% 6.1% 4.6% 13.4%

Low popularity of destination with exhibitors 8.3% 11.7% 0.0% 4.0% 12.1%

Street scene/vibe 7.6% 8.9% 6.1% 5.1% 9.5%

Lack of a convention center 7.4% 5.2% 4.1% 2.7% 11.1%

Limited services provided by CVB 5.2% 5.2% 2.0% 2.1% 9.5%

NONE OF THE ABOVE 3.6% 2.8% 4.1% 3.5% 2.6%

3.5%

5.8%

6.5%

7.2%

8.2%

8.2%

11.2%

11.2%

14.1%

15.3%

16.2%

17.4%

18.4%

20.0%

20.6%

24.2%

28.8%

29.2%

31.4%

31.5%

38.4%

41.2%

52.2%

55.1%

0% 20% 40% 60%

NONE OF THE ABOVE

Limited services provided by CVB

Lack of a convention center

Street scene/vibe

Low popularity of destination with exhibitors

The destination’s CVB did not offer incentives

Limited availability of 4 and/or 5 star hotels

Challenges of working with unions

Ambiance of the destination did not fit the meeting

Safety

Weather

Poor past experience with destination

Destination brand perception issues

Limited destination amenities

Limited walkability in the destination

Quality of hotels

Quality of meeting facilities

Low popularity of destination with attendees

Limited airport facilities and lift

Client preference

Distance/geographic location

Availability of meeting facilities

Overall cost of holding meeting in destination

Expensive hotel rates

Top 5 Reasons for Passing on a Considered Destination (by Planner)


Corporate Planners Third-Party Planners

Expensive hotel rates (54.4%)

Overall cost in destination (51.3%)

Availability of meetings facilities (41.1%)

Distance / geographic location (37.1%)

Limited airport facilities and lift (29.2%)

1

2

3

4

5


Client preference (59.6%)




1

2

3

4

5

Association Planners






1

2

3

4

5

SMERF Planners





Low popularity with attendees (34.4%)

1

2

3

4

5


Association Planners SMERF Planners






1

2

3

4

5





Low popularity with attendees (34.4%)

1

2

3

4

5

Reasons for Passing on a Considered Destination

This section of the report examines how meeting planners’ feel about the future of the meetings industry and the potential changes ahead—both positive and negative

21.3%14.1%

4.1%

-29.2% -35.5% -35.0%

57.6%

50.4%

37.3%

-2.3%

-6.4% -9.3%

-60%

-40%

-20%

0%

20%

40%

60%

80%

100%

Thinking about the future of the meetings industry, in the next 3 years, how do you expect the following factors related to the meetings industry to change (if at all)? Base: 831 Completed Surveys

Expected Changes in Meetings Industry (Next 3 Years)

Thinking about the future of the meetings industry, in the next 3 years, how do you expect the following factors related to the meetings industry to change (if at all)? Base: 831 Completed Surveys

Expected Changes in Meetings Industry (continued)

Expected to improve "a lot"

or "somewhat"

Total Answering

CORP.3RD

PARTYASSOC.

SELF CONT.

CITY-WIDE

Technology developed for meeting planners

85.2% 85.9% 86.9% 78.6% 84.5% 83.4%

The use of data in decision making for meetings

69.6% 68.2% 71.4% 66.7% 66.9% 70.5%

Development of convention centers 44.7% 46.7% 47.7% 31.0% 38.7% 51.3%

The ability to calculate/demonstrate the economic impact of meetings on

the city they are held in41.6% 39.7% 46.2% 35.7% 36.7% 47.2%

Attendance figures at meetings 38.4% 37.4% 47.7% 26.2% 33.9% 46.1%

The professional perception of meeting planners

36.2% 38.5% 35.7% 31.0% 32.5% 39.9%

The number/volume of meetings held

32.5% 31.5% 37.7% 38.1% 29.9% 35.4%

Airlift/air service/availability of direct flights

31.4% 32.3% 38.2% 28.6% 28.0% 33.9%

Expected to get "somewhat"

or "much" worse

Total Answering

CORP.3RD

PARTYASSOC.

SELF CONT.

CITY-WIDE

The impact of hotel brand consolidation/mergers

44.3% 36.6% 69.9% 44.9% 44.5% 40.9%

Meeting planners’ ability to negotiate with hotels

41.9% 40.0% 55.9% 38.8% 45.6% 35.3%

Client/meetings budget 31.5% 34.2% 23.5% 34.7% 33.8% 27.5%

Attendee pickup of the room block 22.7% 22.4% 22.5% 28.5% 23.0% 19.3%

The impact of the shared economy/Airbnb on lodging inventory for meetings

22.0% 20.0% 24.4% 38.8% 22.5% 18.7%

Attendance figures at meetings 17.8% 16.4% 13.6% 20.4% 16.3% 17.6%

Airlift/air service/availability of direct flights

17.3% 16.4% 16.9% 12.2% 19.3% 15.7%

The number/volume of meetings held 14.2% 15.2% 10.3% 16.3% 13.4% 12.4%

Meeting Planners will Increase their Reliance on

Automated or Digitized Services

Please state your general level of agreement with each of the following statement: Meeting planners will increase their reliance on services that automate or digitize the services they need. Base: 831 Completed Surveys

Strongly Agree, 18.7%

Agree, 41.0%

Neutral, 29.7%

Disagree, 4.3%

Strongly Disagree, 0.7%

Don't know/Not applicable, 5.5%


Strongly Agree 20.4% 19.2% 6.1% 18.0% 19.3%

Agree 41.6% 36.2% 59.2% 38.3% 39.5%

Neutral 26.6% 34.7% 26.5% 30.8% 32.7%

Disagree 4.0% 5.2% 2.0% 5.1% 3.6%

Strongly Disagree 0.2% 2.3% 0.0% 0.8% 0.3%

Don't know/Not applicable

7.1% 2.3% 6.1% 7.0% 4.6%

In their Words: About the Future…

“I think technology is going to lead to more virtual meetings then we’ve seen in the past.”

“In the past, you used to be able to simply hold a meeting. People were there for that-- strictly business.

But now, people want to receive more than just a business education. They want well-being, and all

kinds of different touch points.”

“Honestly, I think that coworking spaces are the next wave of meeting hosting. People like more of those

cool ‘live-work-play’ kind of areas.”

“We have a large portion of membership that is older and less tech-savvy, and then we have these newer people coming in, and it’s hard to figure out how to

serve both.”

“The new generation is different from previous generations. Things like Wi-Fi in the meeting rooms

(and throughout the entire conference) are becoming critical. People want to be on all the time, and with

multiple devices.”

“Frankly, I am a little concerned about the hotel chain mergers. I don’t see them as a positive change for our

industry because service levels have been going downhill quickly. I see some rough waters ahead for the meeting

planning industry.”

This section of the report examines the current state of the shared economy in the meetings industry and its likely impact in the future

Use of Airbnb

Have you used and/or worked with Airbnb to fill your housing needs for any meetings or events? Base: 831 Completed Surveys

Yes—I worked directly with AirBnB on housing

solutions/options, 1.1%

Yes—I used or promoted AirBnB as a housing option to

attendees but did not work directly with the company to

do so, 3.6%

No—I considered it

but didn’t pursue, 16.0%

No—I have not used AirBnB for housing for my meetings

nor considered it, 79.3%


Yes—I worked directly with AirBnB on housing solutions/options

1.2% 0.5% 0.0% 0.8% 1.3%

Yes—I used or promoted AirBnB as a housing option to attendees but did not work directly with the company

to do so

2.9% 5.2% 2.0% 1.3% 6.5%

No—I considered it but didn’t pursue 15.9% 21.1% 18.4% 10.5% 22.2%

No—I have not used AirBnB for housing for my meetings nor

considered it80.0% 73.2% 79.6% 87.4% 69.9%

Likelihood of Using Airbnb as a Housing Solution (Next 2 Years)

How likely are you to use or work with Airbnb for housing solutions for the meetings and events you plan in the next 2 years? Base: 831 Completed Surveys

16.6%

26.4%

18.1%

29.4%

6.0%

3.1%

0.5%

0% 20% 40% 60%

Definitely will not

Very Unlikely

Unlikely

Neutral—neither likely nor unlikely

Likely

Very likely

CertainCORP. 3RD PARTY ASSOC. SELF CONT. CITYWIDE

Certain 0.5% 0.0% 0.0% 0.8% 0.3%

Very likely 3.1% 3.8% 0.0% 1.3% 5.2%

Likely 5.2% 6.6% 10.2% 4.0% 7.8%

Neutral—neither likely nor unlikely

27.1% 37.6% 28.6% 23.3% 35.6%

Unlikely 15.9% 18.8% 10.2% 15.3% 19.9%

Very Unlikely 28.0% 20.2% 34.7% 32.4% 19.9%

Definitely will not 20.2% 13.1% 16.3% 22.8% 11.1%

CVBs Should Have a Strong Partnership with AirBnB

Please state your general level of agreement with each of the following statement: CVBs/DMOs should have a partnership or strong relationship with AirBnB. Base: 831 Completed Surveys


Agree, 21.1%

Neutral, 42.7%

Disagree, 10.5%




Strongly Agree 9.0% 12.2% 6.1% 7.5% 10.5%

Agree 21.9% 19.2% 32.7% 17.7% 24.8%

Neutral 42.3% 42.3% 36.7% 43.7% 40.2%

Disagree 9.5% 11.7% 10.2% 11.8% 10.5%



13.8% 8.5% 12.2% 15.5% 10.1%

This section of the report examines the current state of the relationship between CVBs and meeting planners and explores ways

this partnership can be strengthened in the future

Destination Research Practices

In general, which of the following resources do you regularly access when researching destinations in which to hold meetings or events? Base: 831 Completed Surveys

CORP.3RD

PARTYASSOC.

SELF CONT.

CITYWIDE

ANY CVB – DMO Resource 72.7% 86.4% 81.6% 72.9% 82.4%

My experience planning meetings in various cities 60.1% 65.3% 51.0% 58.2% 55.6%

Word of mouth (colleagues or other planners) 56.5% 52.1% 49.0% 51.7% 52.3%

Contact at the CVB/DMO 43.9% 54.9% 49.0% 47.7% 48.7%

CVB/DMO hosted event(s) (including FAM tours) 40.6% 55.4% 49.0% 37.5% 47.4%

CVB/DMO Website 39.0% 45.1% 46.9% 39.9% 42.5%

General Internet search 41.8% 39.9% 34.7% 40.5% 36.9%

Hotel corporate sales office 34.9% 32.4% 32.7% 30.0% 35.6%

Hotel local sales office 29.7% 22.1% 28.6% 27.6% 31.7%

CVENT 21.9% 55.9% 24.5% 26.8% 25.5%

Meeting Planner Guide published by DMO 26.1% 24.9% 16.3% 22.5% 24.8%

Trade magazines or other trade publications 20.0% 17.4% 14.3% 16.9% 16.3%

Third party independent planning companies 15.4% 19.2% 6.1% 13.1% 15.0%

Travel magazines and/or travel magazine websites 16.4% 16.4% 10.2% 14.5% 14.1%

Social media websites 13.3% 15.0% 10.2% 10.5% 17.6%

Trade websites (MPIWeb.org, etc.) 10.0% 11.7% 14.3% 7.2% 11.4%

Printed official visitor guides 10.2% 8.5% 8.2% 8.6% 10.1%

Other third party event management software 2.9% 13.1% 0.0% 3.8% 6.5%

EmpowerMINT 1.7% 2.8% 0.0% 1.9% 2.9%

STAR Service Online 0.7% 5.2% 0.0% 0.5% 3.3%

STARCITE 1.0% 3.8% 0.0% 0.8% 2.9%

NONE OF THESE 1.0% 0.0% 2.0% 1.6% 0.7%

1.1%

1.6%

1.8%

2.4%

5.4%

9.5%

9.7%

14.1%

14.7%

15.0%

16.5%

23.8%

28.5%

28.9%

32.1%

40.0%

41.2%

43.8%

48.5%

53.5%

59.8%

77.5%

0% 20% 40% 60% 80%

NONE OF THESE

STARCITE

STAR Service Online

EmpowerMINT

Other third party event management software

Printed official visitor guides

Trade websites (MPIWeb.org, etc.)

Social media websites (Facebook, LinkedIn, etc)

Travel magazines and/or travel magazine websites

Third party independent planning companies

Trade magazines or other trade publications

Meeting Planner Guide published by CVBs

CVENT

Hotel local sales office

Hotel corporate sales office

General Internet search

Website of the CVB/DMO

CVB/DMO hosted event(s) participated in (including FAM tours)

Contact at the CVB/DMO

Word of mouth - advice from colleagues or other planners

My experience planning meetings in various cities

ANY CVB - DMO Resource

Destination Research Practices—Top 5 by Planner Type

In general, which of the following resources do you regularly access when researching destinations in which to hold meetings or events? Base: 831 Completed Surveys

Corporate Planners Third-Party Planners

ANY CVB/DMO Resource (72.7%)

My experience planning (60.1%)

Word of mouth (56.5%)

Contacts at the CVB/DMO (43.9%)

General internet search (41.8%)

1

2

3

4

5



CVENT (55.9%)

CVB/DMO hosted event(s) (55.4%)


1

2

3

4

5







1

2

3

4

5

SMERF Planners






1

2

3

4

5

Familiarity with CVBs

How familiar are you with Convention & Visitors Bureaus (CVBs) and Destination Marketing Organizations (DMOs)? Base: 831 Completed Surveys


Very Familiar 47.7% 70.8% 50% 49.7% 51.8%

Familiar 29.5% 17.9% 33.3% 26.8% 25.4%

Somewhat familiar 14.4% 7.5% 10.4% 14.9% 12.9%

Somewhat unfamiliar 3.8% 2.4% 6.3% 4.3% 5.0%

Unfamiliar 2.4% 1.4% 0.0% 2.4% 3.3%

Totally unfamiliar 2.2% 0.0% 0.0% 1.9% 1.7%1.6%

2.6%

4.3%

13.9%

25.5%

52.3%

0% 20% 40% 60%

Totally unfamiliar

Unfamiliar

Somewhat unfamiliar

Somewhat familiar

Familiar

Very Familiar

16.7%

14.3%

16.7%

14.0%

8.1%

30.2%

0% 10% 20% 30% 40%

0

1

2

3

4

5 or more

CVBs Used (Past 12 Months)

How many different CVBs/DMOs have you contacted for any assistance planning your meetings or events in the PAST 12 MONTHS? Base: 831 Completed Surveys

Mean = 5.6

Mean Scores by Type

Third-party Planners

SMERF Planners


Corporate Planners

7.8

5.1

3.8

4.5

CORP.3RD

PARTYASSOC.

SELFCONT.

CITYWIDE

Within the last two years 24.7% 33.3% 60.0% 18.2% 27.5%

2-3 years ago 17.3% 33.3% 20.0% 16.9% 27.5%

3-5 years ago 11.1% 8.3% 0.0% 13.0% 2.5%

More than 5 years ago 9.9% 0.0% 0.0% 14.3% 10.0%

Never 37.0% 25.0% 20.0% 37.7% 32.5%

Last Time They Used a CVB (Planners Not Using in Past Year)

Which best describes the most recent time you contacted a CVB/DMO for meetings-related assistance or information? Base: 139 responses.

34.5%

11.5%

9.4%

19.4%

25.2%

0% 20% 40% 60%

Never

More than 5 years ago

3-5 years ago

2-3 years ago

Within the last two years

The CVB is the Destination Expert

Please state your general level of agreement with each of the following statement: The CVB/DMO is the most expert resource on their destination Base: 831 Completed Surveys


Strongly Agree47.5% 54.9% 44.9% 48.8% 48.7%

Agree35.2% 34.3% 36.7% 32.4% 35.6%

Neutral10.0% 7.5% 16.3% 11.8% 10.8%

Disagree0.7% 0.5% 0.0% 0.3% 1.3%

Strongly Disagree1.4% 1.9% 0.0% 2.1% 1.0%

Don't know/Not applicable5.2% 0.9% 2.0% 4.6% 2.6%


Agree, 34.5%

Neutral, 11.3%

Disagree, 0.7%



Importance of CVBs to Meetings Industry

In terms of their overall importance to the meetings industry, how important are DMOs/CVBs? Base: 831 Completed Surveys

CORP.3RD

PARTYASSOC.

SELF CONT.

CITYWIDE

Very important 53.4% 60.6% 67.3% 50.1% 59.8%

Somewhat Important 36.1% 33.3% 20.4% 39.9% 29.1%

Neither important nor unimportant

7.4% 3.8% 6.1% 5.9% 9.5%

Mostly unimportant 2.4% 1.4% 6.1% 2.9% 1.3%

Totally unimportant 0.7% 0.9% 0.0% 1.1% 0.3%

0.7%

2.2%

7.3%

35.4%

54.4%

0% 20% 40% 60%

Totally unimportant

Mostly unimportant

Neither important nor unimportant

Somewhat Important

Very important

The Changing Importance of CVBs

In terms of their overall importance to the meetings industry, are DMOs/CVBs becoming more or less important? Base: 831 Completed Surveys


Much more important 15.2% 18.8% 8.2% 12.9% 19.0%

More important 36.6% 31.5% 46.9% 33.0% 34.6%

Neither more nor less important

44.4% 44.1% 40.8% 49.3% 42.5%

Less important 3.3% 4.7% 4.1% 4.3% 3.6%

Much less important 0.5% 0.9% 0.0% 0.5% 0.3%0.5%

4.2%

45.0%

35.1%

15.2%

0% 20% 40% 60%

Much less important

Less important

Neither more nor lessimportant

More important

Much more important

50.3%

4.7%

Please state your general level of agreement with each of the following statement: From a service standpoint, CVBs/DMOs are typically willing to go above and beyond in order to ensure a meeting/event’s success. Base: 831 Completed Surveys

CVBs are Willing to Go Above & Beyond to Ensure a

Meeting’s Success

CORP.3RD

PARTYASSOC.

SELF CONT.

CITYWIDE

Strongly Agree 42.5% 43.2% 34.7% 42.9% 42.5%

Agree 34.2% 33.3% 44.9% 31.4% 37.9%

Neutral 13.8% 18.8% 14.3% 16.4% 14.1%

Disagree 1.2% 2.3% 2.0% 1.3% 1.0%



7.4% 0.9% 4.1% 6.7% 3.6%


Agree, 34.9%

Neutral, 15.9%

Disagree, 1.7%

Strongly Disagree,

1.2%


Opinions on CVB Service

Please state your general level of agreement to each of the following statements. Base: 831 Completed Surveys

TOP TWO BOX SCORE (“Strongly agree” or “Agree”)

CORP. 3RD PARTY ASSOC.SELF

CONT.CITYWIDE

DMOs/CVBs generally meet my expectations in terms of timely

responding to my queries79.3% 76.1% 77.6% 75.1% 78.8%

DMOs/CVBs generally meet my expectations in terms of overall

responsiveness78.9% 74.2% 75.5% 75.6% 77.8%

I generally desire faster service than DMOs/CVBs provide

23.5% 33.8% 26.5% 18.2% 33.7%

7.7%

28.5%

27.7%

18.5%

47.1%

48.5%

0% 20% 40% 60% 80%

I generally desire faster service thanDMOs/CVBs provide

DMOs/CVBs generally meet myexpectations in terms of overall

responsiveness

DMOs/CVBs generally meet myexpectations in terms of timely

responding to my queries

Strongly Agree Agree

Preferred Method of Contact

How would you generally prefer to be solicited by Convention & Visitors Bureau sales teams? (Select all that apply) Base: 831 Completed Surveys

CORP.3RD

PARTYASSOC.

SELF CONT.

CITYWIDE

Email arranging further contact 65.1% 76.5% 65.3% 63.0% 71.6%

Contact at tradeshows and exhibitions

36.6% 60.1% 28.6% 36.5% 44.8%

Direct contact via telephone 16.2% 18.3% 6.1% 12.1% 21.9%

U.S. mail arranging further contact 10.7% 11.3% 6.1% 8.0% 14.1%

NONE - I prefer not to be contacted; I would reach out if I need

destination information25.7% 10.3% 24.5% 27.6% 16.0%

67.1%

40.4%

15.2%10.5%

22.5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Email arrangingfurther contact

Contact attradeshows and

exhibitions

Direct contact viatelephone

U.S. mailarranging further

contact

NONE - I prefernot to be

contacted; Iwould reach out

if I needdestinationinformation

Desired Points of Contact with CVB

At what point do you typically wish to communicate directly with a Convention & Visitors Bureau sales staff member? (Select all that apply) Base: 831 Completed Surveys


During the destination research phase

63.7% 70.0% 63.3% 64.6% 65.7%

When I’m ready to execute my RFP

51.3% 60.6% 65.3% 49.9% 53.6%

After I’ve selected their destination

39.9% 43.7% 46.9% 42.1% 37.6%

Never 3.8% 0.9% 0.0% 3.2% 2.0%

65.5%

52.5%

41.2%

2.4%

0%

10%

20%

30%

40%

50%

60%

70%

During thedestination research

phase

When I’m ready to execute my RFP

After I’ve selected their destination

Never

Maximum Acceptable Response Times

Assume you are using each of the following CVB services listed below. How long in general would be the maximum length of time you would find acceptable to wait for service? Base: 831 Completed Surveys

Return Phone Call Answer my Questions

CORP.3RD

PARTYASSOC.

SELF CONT.

CITYWIDE

Under 1 hour 1.9% 1.4% 0.0% 1.1% 2.0%

Same day 40.1% 47.4% 26.5% 40.2% 42.8%

2 days 49.4% 46.5% 63.3% 50.7% 47.1%

3-4 days 7.4% 4.7% 8.2% 7.5% 7.2%

5-7 days 0.5% 0.0% 2.0% 0.3% 0.7%

Over 1 week 0.7% 0.0% 0.0% 0.3% 0.3%

CORP.3RD

PARTYASSOC.

SELF CONT.

CITYWIDE

Under 1 hour 2.1% 1.4% 0.0% 2.1% 2.0%

Same day 39.0% 47.4% 22.4% 38.6% 40.2%

2 days 46.8% 44.6% 61.2% 46.4% 44.1%

3-4 days 10.9% 6.6% 14.3% 11.8% 11.8%

5-7 days 1.2%0.0%

2.0% 1.1% 1.6%

Over 1 week 0.0% 0.0% 0.0% 0.0% 0.3%

Under 1 hour, 1.8%

Same day,

41.2%Two days, 49.0%

Three to four days, 7.2%

Five to seven days, 0.5%

Over one

week, 0.4%

Under 1 hour, 2.0%

Same day,

40.0%

Two days, 45.8%



Over one

week, 0.1%

Maximum Acceptable Response Times

Assume you are using each of the following CVB services listed below. How long in general would be the maximum length of time you would find acceptable to wait for service? Base: 831 Completed Surveys

Distribute RFP Respond to RFP

CORP.3RD

PARTYASSOC.

SELF CONT.

CITYWIDE

Under 1 hour 0.7% 1.4% 0.0% 1.9% 0.0%

Same day 13.1% 28.6% 6.1% 15.5% 14.1%

2 days 44.2% 46.9% 46.9% 45.6% 37.3%

3-4 days 27.3% 17.8% 32.7% 24.7% 32.4%

5-7 days 12.4% 5.2% 14.3% 9.7% 13.4%

Over 1 week 2.4% 0.0% 0.0% 2.7% 2.9%

CORP.3RD

PARTYASSOC.

SELF CONT.

CITYWIDE

Under 1 hour 0.0% 0.5% 0.0% 0.5% 0.0%

Same day 9.3% 15.0% 6.1% 10.2% 8.8%

2 days 32.8% 43.2% 24.5% 35.1% 30.1%

3-4 days 20.0% 17.8% 14.3% 21.2% 19.3%

5-7 days 28.5% 19.2% 42.9% 24.1% 30.1%

Over 1 week 9.5% 4.2% 12.2% 8.8% 11.8%

Under 1 hour, 0.8%

Same day,

16.4%

Two days, 43.2%



Over one week, 2.4%

Under 1 hour, 0.2%

Same day,

10.5%

Two days, 34.2%



Over one week, 9.6%

Top-of-Mind Benefits/Services Offered by CVBs (OPEN-ENDED QUESTION)

Please think of the value, benefits and services offered to meeting planners by Convention & Visitors Bureaus. What are the value, benefits and services offered by Convention & Visitors Bureaus that first come to mind? Base: 831 Completed Surveys


Destination expertise 53.4% 62.4% 51.0% 54.4% 52.0%

Organize site visits 14.7% 34.3% 14.3% 20.1% 16.0%

Incentive packages/financial assistance 13.8% 28.6% 22.4% 17.2% 14.1%

Partner/advocate in meeting planning 15.4% 17.8% 8.2% 13.1% 18.6%

Advertising/marketing/attendance building assets 15.2% 19.7% 16.3% 16.1% 16.7%

Hotel/site selection assistance 14.0% 21.6% 16.3% 16.1% 13.7%

Help sourcing meeting venues 13.1% 8.5% 16.3% 13.4% 12.7%

Help sourcing vendors 11.4% 15.5% 16.3% 13.1% 11.4%

Collateral/discounts for attendees 11.9% 16.0% 4.1% 12.6% 10.8%

Help with local contacts/connections 13.1% 9.9% 6.1% 12.1% 11.4%

RFP distribution resource 11.4% 10.8% 14.3% 9.7% 11.4%

Help negotiating discounts/incentives/rates 10.5% 8.0% 8.2% 9.9% 12.1%

Help with on-site services/staffing/assistance 9.0% 11.3% 14.3% 9.1% 8.2%

Help making meeting affordable 5.9% 8.9% 2.0% 6.7% 7.5%

Help planning offsite events 5.7% 6.1% 12.2% 5.9% 5.9%

One-stop shop/Main POC 5.5% 4.7% 6.1% 5.6% 6.9%

Ground transportation assistance 4.5% 2.8% 4.1% 3.8% 3.3%

Activities/attractions information 3.3% 1.4% 4.1% 4.3% 2.6%

Events calendar 3.8% 1.4% 6.1% 3.2% 2.9%

Restaurant information 3.8% 0.9% 4.1% 2.7% 3.3%

3.0%3.1%3.7%3.8%

6.0%6.0%6.6%

9.7%10.1%10.3%

12.0%12.0%12.7%12.9%

15.6%15.7%16.3%17.2%18.5%

54.7%

0% 20% 40% 60%

Restaurant informationEvents calendar

Activities/attractions informationGround transportation assistance

One-stop shop/Main POCHelp planning offsite events

Help making meeting afforadableHelp with on-site services/staffing/assistance

Help negotiating discounts/incentives/ratesRFP distribution resource

Help with local contacts/connectionsCollateral/discounts for attendees

Help sourcing vendorsHelp sourcing meeting venuesHotel/site selection assistance

Advertising/marketing/attendance building assetsPartner/advocate in meeting planning

Incentive packages/financial assistanceOrganize site visits

Destination expertise

Help making meeting affordable

In their Words: Feelings about CVBs…

“CVBs help me access things that I can’t get to or wouldn’t have thought of getting to.”

“Local knowledge is critical. That’s the main thing that we’re looking for anytime we work with a CVB. We want to know what that unique local experience is -- we don’t want venues that are out of the can.”

“My best friend is my CVB rep, because I can lean on him or her to get that local information that the

Marriot reps won’t know because they’re a hundred miles away.”

“The CVBs I’m working with right now are very valuable. It’s always a necessity to work with a CVB.”

“CVBs need to have an awareness campaign. Many meeting professionals are not even aware that CVBs

exist, or that they offer a free service for smaller meetings and events.”

“CVBs know their cities. They can tell me, “Although you’re considering this venue, there’s another place

that would suit your group better.” That’s enormously helpful to me.”

Most Important Services CVBs Provide

From your perspective, what are the most important benefits and services a DMO/CVB can provide you as a meeting planner? (Select all that apply) Base: 831 Completed Surveys


Personalized hotel selection assistance 40.1% 42.3% 46.9% 40.8% 40.2%

Incentive packages to hold your meeting in their destination

38.5% 51.6% 40.8% 37.3% 42.5%

Destination experts on staff to provide planners assistance 32.5% 42.3% 42.9% 34.6% 39.2%

Advice/recommendations for vendor selection 36.6% 40.8% 38.8% 36.7% 37.3%

RFP distribution 37.5% 37.6% 53.1% 36.2% 36.3%

Personalized venue selection assistance 35.2% 34.3% 38.8% 31.6% 36.9%

Local events calendar 32.3% 38.5% 28.6% 33.5% 35.0%

Printed destination guidebooks for attendees 37.1% 29.1% 36.7% 36.5% 33.7%

Comprehensive hotel directory and meetings space info 33.5% 33.3% 32.7% 33.5% 31.4%

Digital marketing materials 30.2% 37.1% 38.8% 31.1% 32.7%

Assistance negotiating with hotels and/or other partners 34.2% 30.0% 20.4% 30.3% 31.7%

Welcome signage for attendees 29.0% 32.4% 26.5% 23.1% 33.0%

Connections to the local community 26.8% 29.6% 24.5% 26.8% 29.4%

Attendee discount programs (in local businesses) 26.6% 28.2% 22.4% 20.6% 30.7%

Assistance in working with local government 20.0% 28.2% 18.4% 18.8% 25.8%

Convention calendar 19.2% 29.1% 26.5% 15.8% 25.8%

Acting as an "on the ground" representative of my meeting 20.0% 23.5% 8.2% 18.8% 21.9%

Attendance building tools 16.2% 21.6% 20.4% 13.9% 21.9%

Housing services 19.0% 14.6% 24.5% 12.9% 24.2%

Online meetings-related business directory 16.4% 18.8% 24.5% 13.7% 19.0%

Connection to market-specific resources 12.8% 17.4% 12.2% 12.1% 16.0%

Pre/Post itinerary content 10.2% 17.4% 16.3% 10.2% 17.3%

Printed meeting planner guide 12.6% 10.3% 16.3% 11.0% 12.4%

Recommendations/introductions to conference speakers 10.9% 10.8% 14.3% 10.5% 11.8%

Participation in overall meeting strategy 9.0% 11.7% 8.2% 8.6% 12.1%

Other 1.7% 1.9% 1.6% 1.0%

1.3%

9.4%

10.8%

12.0%

13.0%

13.8%

16.6%

17.1%

17.8%

20.7%

21.4%

22.3%

26.7%

27.8%

28.5%

30.8%

32.3%

33.8%

35.0%

35.0%

35.1%

36.6%

36.8%

36.9%

41.3%

41.4%

0% 20% 40% 60%

Other

Participation in overall meeting strategy

Recommendations/introductions to conference speakers

Printed meeting planner guide

Pre/Post itinerary content

Connection to market-specific resources

Online meetings-related business directory

Housing services

Attendance building tools

Acting as an "on the ground" representative of my meeting

Convention calendar

Assistance in working with local government

Attendee discount programs (in local businesses)

Connections to the local community

Welcome signage for attendees

Assistance negotiating with hotels and/or other partners

Digital marketing materials

Comprehensive hotel directory and meetings space info

Printed destination guidebooks for attendees

Local events calendar

Personalized venue selection assistance

RFP distribution

Advice/recommendations for vendor selection

Destination experts on staff to provide planners assistance

Incentive packages to hold your meeting in their destination

Personalized hotel selection assistance

0%

5%

10%

15%

20%

25%

30%

35%

40%

0 - Zeroimportance

1 2 3 4 5 6 7 8 9 10 - Criticallyimportant

No past experience

12.4%Zero - 3

59.3%7 - 10

Importance of CVB Services to Meeting(PAST vs. NO PAST EXPERIENCE in the destination)

Thinking about destinations in which you have past experience planning meetings or events, how important are DMOs/CVBs services to you? Thinking about destinations in which you have no prior planning experience, how important are DMOs/CVBs services to you? Base: 831 Completed Surveys

79.1%7 - 10

5.8%Zero - 3

Past experience

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

0 - ZeroLikelihood

1 2 3 4 5 6 7 8 9 10 - Extremelyhigh likelihood

Again, when you are planning a meeting or event in a destination in which you have past experience, how likely are you to reach out to a DMO/CVB for assistance? Now, when you are planning a meeting or event in a destination in which you have no prior experience, how likely are you to reach out to a DMO/CVB for assistance? Base: 831 Completed Surveys

No past experience

14.8%0 - 3 60.0%

7 - 10

Likelihood to Reach out to a CVB for Assistance(PAST vs. NO PAST EXPERIENCE in the destination)

4.3%0 - 3

80.6%7 - 10

Past experience

CORP.3RD

PARTYASSOC.

SELFCONT.

CITYWIDE

Printed destination guidebooks for attendees 49.2% 48.8% 59.2% 53.1% 50.0%

Local events calendar 45.6% 53.1% 36.7% 45.0% 51.6%

Digital marketing materials 42.5% 51.2% 57.1% 45.8% 43.1%

Personalized hotel selection assistance 43.9% 46.0% 38.8% 42.4% 45.4%

Incentive packages to hold your meeting in their destination 39.2% 53.1% 40.8% 39.7% 45.4%

Welcome signage for attendees 39.7% 54.0% 38.8% 36.2% 46.1%

Comprehensive hotel directory/meetings space info 38.0% 41.3% 32.7% 39.4% 41.5%

RFP distribution 43.0% 42.3% 44.9% 40.5% 39.9%

Attendee discount programs (in local businesses) 34.7% 39.0% 32.7% 32.4% 37.6%

Personalized venue selection assistance 34.2% 38.0% 44.9% 33.8% 38.2%

Assistance negotiating with hotels and/or other partners 35.4% 31.0% 28.6% 31.9% 35.0%

Destination experts on staff to provide planners assistance 30.9% 42.7% 30.6% 33.8% 34.3%

Advice/recommendations for vendor selection 33.3% 38.5% 46.9% 33.5% 31.4%

Connections to the local community 27.8% 31.5% 26.5% 27.9% 31.0%

Acting as an "on the ground" representative of my meeting 20.2% 27.7% 6.1% 19.0% 26.5%

Convention calendar 19.2% 29.6% 8.2% 15.3% 27.1%

Assistance in working with local government 14.7% 26.3% 14.3% 14.2% 24.2%

Online meetings-related business directory 18.8% 22.1% 16.3% 17.4% 20.3%

Attendance building tools 14.3% 23.5% 26.5% 14.7% 20.3%

Housing services 15.7% 14.6% 12.2% 9.7% 24.2%

Pre/Post itinerary content 11.6% 20.7% 14.3% 14.2% 18.3%

Printed meeting planner guide 15.4% 16.0% 20.4% 13.7% 18.6%

Recommendations/introductions to conference speakers 12.8% 16.9% 16.3% 14.7% 15.7%

Connection to market-specific resources (i.e. local experts) 13.1% 16.9% 12.2% 14.2% 15.0%

Participation in overall meeting strategy 9.5% 8.5% 6.1% 8.6% 10.1%

NONE OF THESE 1.9% 2.3% 2.0% 0.5% 2.6%

Other 1.9% 2.3% 2.0% 0.5% 2.6%

Mid-Sized Meetings: CVB Resources They’re Likely to Use

Imagine you are planning a medium-sized, in-house meeting. Which of the following services provided by a DMO/CVB would you be likely to use? (Select all that apply) Base: 831 Completed Surveys

1.7%1.7%

8.9%14.2%14.7%15.6%15.8%15.8%

17.4%18.5%18.9%

21.3%22.3%

29.2%33.6%34.2%34.2%

36.1%36.5%

40.1%40.3%

42.0%42.6%43.4%44.6%

48.1%50.9%

0% 20% 40% 60%

OtherNONE OF THESE

Participation in overall meeting strategyConnection to market-specific resources (i.e., local experts)

Recommendations/introductions to conference speakersPrinted meeting planner guide

Pre/Post itinerary contentHousing services

Attendance building toolsOnline meetings-related business directory

Assistance in working with local governmentConvention calendar

Acting as an "on the ground" representative of my meetingConnections to the local community

Advice/recommendations for vendor selectionDestination experts on staff to provide planners assistance

Assistance negotiating with hotels and/or other partnersPersonalized venue selection assistance

Attendee discount programs (in local businesses)RFP distribution

Comprehensive hotel directory/meetings space infoWelcome signage for attendees

Incentive packages to hold your meeting in their destinationPersonalized hotel selection assistance

Digital marketing materialsLocal events calendar

Printed destination guidebooks for attendees

CVB’s Influence Over the Following (Top-Two Box Score)

How much influence do CVBs have over each of the following? Please use the 5-point scale where “1” represents “No influence” and “5” represents “Significant influence.” Base: 153 Completed Surveys


Their members 53.7% 49.3% 49.0% 47.7% 55.2%

Hotel sales and marketing staff 49.4% 39.0% 38.8% 40.5% 51.0%

Local officials/government 36.6% 39.4% 32.7% 31.1% 41.2%

Group room rates at hotels 35.2% 24.4% 28.6% 29.0% 39.5%32.6%

36.4%

44.6%

51.3%

0% 20% 40% 60%

Group room rates at hotels

Local officials/government

Hotel sales and marketing staff

Their members

How CVBs Can Improve

Please state your general level of agreement to each of the following statements. (Select all that apply) Base: 831 Completed Surveys


If national hotel sales offices worked closely with the local

DMOs/CVBs, meeting planners would benefit

78.6% 77.0% 69.4% 75.9% 80.4%

CVBs could help meeting planners by being ready to play an active

role in negotiating or determining revenue structures

72.4% 62.0% 63.3% 63.0% 73.2%

The incentives offered by the local CVB/DMO—such as credits and

hosted receptions—are “deal breakers”; I would choose another

destination if there was no or a dissatisfactory incentive

29.9% 34.3% 30.6% 24.1% 40.5%

9.9%

25.4%

36.8%

21.7%

42.8%

40.3%

0% 20% 40% 60%

The incentives offered by the local CVB/DMO—such as credits and hosted

receptions—are “deal breakers”; I would choose another destination if there was no

or a dissatisfactory incentive

CVBs could help meeting planners by beingready to play an active role in negotiating

or determining revenue structures

If national hotel sales offices workedclosely with the local DMOs/CVBs, meeting

planners would benefit

Strongly Agree Agree

Impact on Likelihood to use CVBs (Top-Two Box Score)

What impact do each of the following have on the likelihood you will use CVBs more? Please use the 5-point scale where “1” represents “No impact” and “5” represents “Significant impact.” Base: 831 Completed Surveys


Act as a partner more than sell--be an account manager

rather than just sales64.4% 73.7% 57.1% 60.6% 69.9%

Guarantee a meeting with me to really understand my

meeting and/or business43.2% 41.3% 38.8% 34.6% 49.7%

Provide economic impact estimates of my meetings

40.4% 45.5% 38.8% 34.0% 46.4%

Have a CVB-industry wide set of standard services processes

39.4% 46.0% 32.7% 32.7% 43.8%

Have a CVB-industry wide set of standard sales processes

34.2% 42.3% 34.7% 28.7% 41.5%

34.7%

38.8%

39.2%

41.8%

64.9%

0% 20% 40% 60% 80%

Have a CVB-industry wide set ofstandard sales processes

Have a CVB-industry wide set ofstandard services processes

Provide economic impact estimatesof my meetings

Guarantee a meeting with me toreally understand my meeting

and/or business

Act as a partner more than sell--bean account manager rather than just

sales

In their Words: How CVBs Can Increase their Value…

“Websites are critical for me. I do a lot of research on the web, and it’s really helpful to see the capacity of different hotels and where they’re located on a map. Some CVBs have great websites, while others require

some searching just to find a map of downtown.”

“The CVBs that reach out to me and say ‘Here are some of the things that we can do for you’ are the

ones that get my attention. If more CVBs were proactive, we would be more engaged with them.”

“When a CVB isn’t responsive to me, they definitely move down on my list.”

“CVBs do such a good job selling their city at the beginning when you’re looking at their destination. I feel like there could be more follow through going up to the event, rather than just at the beginning to get

you in the door.”

“I’d expect CVBs to inform us of their post event services at the beginning of the process. I would certainly

welcome emails and telephone calls to that effect.”

“I tend to use the same services from CVBs, and sometimes I don’t even consider the other things that

they offer”

This section summarizes meeting planners’ perceptions of the performance of the CVB industry as a partner, as well as measures

how engaged meeting planners are with CVBs

CVB Scorecard—Total Aggregate (Top-Two Box Score: 4-5 on 5-point Scale)

Question: Please rate the Convention & Visitors Bureau industry on each of the following, based on your knowledge of and recent experiences with these organizations. Base: All respondents. 832 Completed Surveys

33.2%

37.1%

37.9%

48.0%

50.1%

54.6%

55.8%

56.7%

57.5%

59.3%

59.6%

63.0%

64.2%

64.2%

69.6%

74.5%

0% 20% 40% 60% 80% 100%

Providing a way to report the economic impact of my meetings/event

Continuing to be engaged in my business after my meeting/event

Assisting with negotiations

Anticipating and being prepared for issues that may arise

Supporting the marketing of my meetings/events

Acting as a true partner, not just as sales people

Connecting me with important contacts (vendors, community leaders, etc.) in the destination

Being transparent in communications and recommendations

Keeping up with changes in the meetings industry and adapting their styles towards these changes

Understanding my organization's/client's business goals

Providing assistance at multiple stages of the meeting planning and execution process

Giving me a point person in their organization whose experience fits my needs

Coming up with thoughtful solutions to issues

Providing a superior, high level of service

Treating me as an important customer

Exhibiting ethical behavior

CVB Scorecard—Total Aggregate (Grade Based on Mean Score)

Question: Please rate the Convention & Visitors Bureau industry on each of the following, based on your knowledge of and recent experiences with these organizations. Base: All respondents. 832 Completed Surveys

Exhibiting ethical behavior A-

Treating me as an important customer B

Providing a superior, high level of service B

Coming up with thoughtful solutions to issues B

Giving me a point person/people in their organization whose experience fits my needs

B


B


B


B


B

Connecting me with important contacts (vendors, community leaders, government officials, etc.) in the destination

B

Acting as a true partner, not just as sales people B-

Supporting the marketing of my meetings/events B-


B-

Assisting with negotiations C+


C


C

CVB Scorecard—Corporate Planners (Top-Two Box Score: 4-5 on 5-point Scale)

Question: Please rate the Convention & Visitors Bureau industry on each of the following, based on your knowledge of and recent experiences with these organizations. Base: Corporate Planners. 421 Completed Surveys

34.7%

38.5%

42.0%

48.5%

51.5%

53.9%

54.6%

56.3%

57.7%

59.1%

61.0%

64.8%

65.3%

66.5%

70.1%

77.2%

0% 20% 40% 60% 80% 100%

















CVB Scorecard—Corporate Planners (Grade Based on Mean Score)

Question: Please rate the Convention & Visitors Bureau industry on each of the following, based on your knowledge of and recent experiences with these organizations. Base: Corporate Planners. 421 Completed Surveys




Giving me a point person/people in their organization whose experience fits my needs B


Understanding my organization's/client's business goals B

Providing assistance at multiple stages of the meeting planning and execution process B

Being transparent in communications and recommendations B


B


B

Acting as a true partner, not just as sales people B



B-

Assisting with negotiations B-


C+


C

CVB Scorecard—Third Party Planners (Top-Two Box Score: 4-5 on 5-point Scale)

Question: Please rate the Convention & Visitors Bureau industry on each of the following, based on your knowledge of and recent experiences with these organizations. Base: Third Party Planners. 213 Completed Surveys

31.0%

34.3%

36.6%

46.0%

50.7%

55.9%

55.9%

55.9%

56.8%

60.1%

60.6%

61.0%

63.8%

64.8%

70.9%

72.8%

0% 20% 40% 60% 80% 100%

















CVB Scorecard—Third Party Planners (Grade Based on Mean Score)

Question: Please rate the Convention & Visitors Bureau industry on each of the following, based on your knowledge of and recent experiences with these organizations. Base: Third Party Planners. 213 Completed Surveys


B

Being transparent in communications and recommendations B-


B-



B-


C


C

Assisting with negotiations C






B


B


B


CVB Scorecard—Association Planners (Top-Two Box Score: 4-5 on 5-point Scale)

Question: Please rate the Convention & Visitors Bureau industry on each of the following, based on your knowledge of and recent experiences with these organizations. Base: Association Planners. 49 Completed Surveys

30.6%

30.6%

40.8%

46.9%

53.1%

57.1%

57.1%

59.2%

63.3%

67.3%

67.3%

67.3%

69.4%

69.4%

73.5%

85.7%

0% 20% 40% 60% 80% 100%

















CVB Scorecard—Association Planners (Grade Based on Mean Score)

Question: Please rate the Convention & Visitors Bureau industry on each of the following, based on your knowledge of and recent experiences with these organizations. Base: Association Planners. 49 Completed Surveys





B


B



B



B

Being transparent in communications and recommendations B


B


B

Supporting the marketing of my meetings/eventsB


C


C

Assisting with negotiations C

CVB - Meeting Planner Engagement Index Overview

This is a composite index based on the results of these three survey

questions, equally weighted:

o DMO Resources Typically Used

o # of DMOs Used

o Importance of DMOs to Meeting Planning

These values are then assigned on a 100-point scale:

o 100 = Fully Engaged

o 0 = Completely Disengaged

TM

An index was created to benchmark and track how engaged meeting planners are with DMOs

Index Value

Low engagement High engagement

CVB - Meeting Planner Engagement Index

Overall Score (All Planners)

TM

Across all planner types, the mean engagement score is 50.5 on the 100-point scale.

3.8%6.0%

13.3%

16.5%17.9%

16.0%

10.8% 9.9%

3.6%2.0%

0%

5%

10%

15%

20%

25%

30%

0-10 11-20 21-30 31-40 41-50 51-60 61-70 71-80 81-90 91-100

Mean = 47.4 Down from 50.5 in 2017

Low engagement

High engagement

CVB - Meeting Planner Engagement Index TM

Mean = 50.0 Mean = 50.2 Mean = 45.0

ASSOCIATIONPLANNERS

SMERFPLANNERS

CORPORATEPLANNERS

Down from 55.3

in 2017

Down from 48.1

in 2017

Down from 53.7

in 2017

Erin Francis-Cummings

President & CEO

[email protected]

Myha Vo

Director of Research

[email protected]

For Questions or More Information on this Study:

The 2019 Edition of The DMO and the Future of the Meetings Industry Study

Report of Findings will be available in Spring 2019.

For more information and to sign up to have meeting planners’ perceptions of your destination tracked in this research, please

go to DestinationAnalysts.com/research/meetings

the cvb the future of the meetings industry · 2018-10-18 · impact the industry in the future,...

Documents