MONTHLY REPORT DECEMBER 2024
E-Business
1 E-BUSINESS MONTHLY REPORT | DECEMBER 2024
SUMMARY
01. Website Performance 02. Online Reputation Management 03. Social Media 04. CRM Marketing 05. Editorial & Partnerships
2
WEBSITE PERFORMANCE
3
CONSTANCEHOTELS.COM
AUDIENCE OVERVIEW
4
CONSTANCEHOTELS.COM
ACQUISITION OVERVIEW
5
CONSTANCEHOTELS.COM
HIGHLIGHTS
* PPC = Pay Per Click: Advertising method where the brand pay each time a user click on the advertising.
6
CONSTANCEHOTELS.COM
HIGHLIGHTS
All Conversions (month over month)
Pay Per Click Results (month over month)
Organic Traffic (year over year)
▲ 5.4%
New Organic Users
25.6K
▼ -6.0%
Transactions
235
▼ - 33.33%
Transactions
44
▲ 3.8%
Organic sessions
44.7K
▼ -13.2%
Revenue
€1.38M
▼ - 28.23%
Revenue
€267K
▼ -10.8%
Transactions
116
▼ -7.6%
Conversion rate
0.17%
▼ -13.41%
Ads Spend
€10.608K
▼ -17.29%
ROAS
2517%
▼ -28.00%
Cost per click
€0.18
All Conversions: Transactions decreased by 6.0% , totaling 235 . Revenue saw a decline of 13.2% , now at €1.38M . The conversion rate dropped by 7.6% , standing at 0.17% .
Pay Per Click (PPC) Results: Transactions decreased by 33.33% , totaling 44 . Revenue declined by 28.23% , amounting to €267K , while ad spend decreased by 13.41% , now at €10.608K . ROAS (Return on Ad Spend) dropped by 17.29% , standing at 2517% , while the Cost Per Click i mproved significantly, dropping by 28% , now at €0.18.
Organic Traffic: New organic users increased by 5.4% , totaling 25.6K , and organic sessions grew by 3.8% , reaching 44.7K . However, transactions decreased by 10.8% , totaling 116 .
7
C-RESORTS.COM
AUDIENCE OVERVIEW
8
C-RESORTS.COM
ACQUISITION OVERVIEW
9
CONSTANCEHOSPITALITY.COM
AUDIENCE OVERVIEW
10
CONCLUSIONS
INSIGHTS
constancehotels.com
constancehospitality.com
c-resorts.com
11
ONLINE REPUTATION MANAGEMENT
12
CONSTANCE HOSPITALITY MANAGEMENT
SUMMARY - DECEMBER
13
CONSTANCE HOSPITALITY MANAGEMENT
REVIEWS AND MANAGEMENT RESPONSE - DECEMBER
14
CONSTANCE HOSPITALITY MANAGEMENT
REVIEWS AND MANAGEMENT RESPONSE - DECEMBER
15
CONSTANCE HOSPITALITY MANAGEMENT
SOURCES - DECEMBER
15
CONSTANCE HOSPITALITY MANAGEMENT
REVIEWS -DECEMBER
17
CONSTANCE HOSPITALITY MANAGEMENT
SEMANTIC ANALYSIS -DECEMBER
18
CONCLUSIONS
INSIGHTS - DECEMBER
Management Response Rate: The response rate improved slightly to 98.2% (+0.1%). A total of 617 out of 628 reviews were responded to. Positive and Neutral reviews maintained a 100% response rate , while Negative reviews also achieved 100% , reflecting significant improvement. Review Volume: The total number of reviews decreased to 801 (-63 compared to the previous month). Tripadvisor achieved the highest response ratio at 99.7% , followed by Google at 98.9% . However, Holidaycheck had a lower response ratio of 75.0% . Sentiment: The sentiment score slightly improved to 79.9% (+1.1). Positive sentiment was influenced by Experience and Food and Drinks , while areas such as Value and Room had a negative impact on the score, with concerns raised about payment and room communication . Global Review Index (GRI): The GRI remained steady at 95.3% (+0.0), indicating consistent overall guest satisfaction across all platforms. Response Time: The average response time decreased to 2.6 days (-0.6 days), with Positive reviews averaging 2.5 days and Neutral reviews averaging 4.0 days . Negative reviews showed notable improvement, now averaging 4.9 days (-3.8 days).
19
CHR SOCIAL MEDIA STATISTICS
20
▼ 0.1%
Followers
334.8K
▼ 55.8%
Page reach
1.6M
▼ 11.3%
Page visits
11.3K
▼ 49%
Impressions
4.9M
▼ 13.2%
Engagement
4.2K
21
TOP POSTS
22
▲ 0.5%
230.4K
Followers
▼ 53.1%
545.5K
Account reach
▲ 47.6%
25.7K
Page visits
▼ 47.3%
1.3M
Impressions
▼ 7.1%
13K
Engagement
▼ 7.3%
11.8K
Posts’ Likes
▲ 32.4%
303K
Story Impressions
23
TOP POSTS
24
TOP BOARDS
▲ 0.1%
Subscribers
1.2K
▼ 12%
Monthly Viewers
146.4K
▼ 8.2%
Impressions
162K
▼ 31%
Engagement
948
▼ 34%
Engaged Audience
766
▼ 25%
Saves
85
25
YOUTUBE
Constance Lemuria | Leading hotel in Seychelles Most watched video
Total audience
▲ 0.1%
2.9K
▲ 33%
Video views
44K
▼ 7.6%
Total Impressions
44.7K
Click on images to view posts online
26
FACEBOOK PAGE PER HOTEL
27
OVERVIEW
Hotel
Page followers
Page visits
Reach
Impressions
Engagement
18.8K ▲ 0.9%
8.9K ▲ 8.4%
87.2K ▼ 20.2%
211K ▲ 25.5%
2K ▼ 34.1%
CBMP
13.4K ▲ 0.7%
3.5K ▲ 19.4%
59.5K ▼ 71.1%
121K ▲ 13.1%
541 ▲ 173.2%
CPM
9K ▲ 0.02%
1.6K ▼ 35.9%
48.2K ▼ 54.7%
87K ▲ 97.7%
525 ▲ 267%
CHM
10K ▲ 1%
5.2K ▲ 34.7%
103.6K ▼ 50.9%
340K ▲ 21.9%
1.2K ▲ 43.3%
CMM
6.9K ▲ 1%
3.8K ▲ 136.3%
215.8K ▲ 92.7%
509K ▼ 11%
592 ▼ 14%
CLS
5.5K ▲ 0.8%
3.3K ▼ 27.2%
48.6K ▼ 56.1%
93K ▲ 86%
410 ▼ 42%
CES
10K ▲ 0.7%
2.3K ▼ 26.6%
378K ▲ 57.7%
50K ▼ 13%
1.5K ▲ 85.8%
CTM
10.8K ▲ 0.3%
2.9K ▲ 214.1%
23.6K ▼ 84.3%
43K ▼ 74%
185 ▲ 15.7%
CSM
11.3K ▲ 0.3%
2K ▲ 27.7%
90.8K ▼ 42%
249K ▲ 48%
501 ▲ 63.7%
CTR
28
TOP POSTS
Click on images to view posts online
29
TOP POSTS
Click on images to view posts online
30
CONCLUSIONS
INSIGHTS
Best performing posts : In December, our best-performing posts highlighted food and dining experiences, aligning perfectly with the festive season when culinary indulgence was top of mind for our audience. Additionally, posts showcasing dream vacations at our resorts resonated strongly, tapping into the holiday spirit and inspiring followers to envision their next getaway Facebook & Instagram : December’s competitive nature in the advertising space resulted reduced reach, as platforms focused on showing content multiple times to the same audience, driving impressions up but limiting unique reach. However, page views increased significantly, driven by engaging, as well as festive promotions that encouraged users to explore pages further during the holiday planning season.
31
C RESORTS
32
C RESORTS FACEBOOK
11.09 K
Followers
▲ 0.5%
Page reach
▼ 23%
265.3K
1.5 K
Page visits
▼ 45.4%
Impressions
▼ 36.9%
336K
Engagement
▼ 72.7%
330
33
C RESORTS FACEBOOK
TOP POSTS
Click on images to view posts online
34
C MAURITIUS FACEBOOK
Followers
▲ 6.1%
8,67K
360K
Page reach
▲ 34%
12K
Page visits
▲ 48.6%
Impressions
▲ 10%
721K
Engagement
▲ 136.5%
7.9K
35
C MAURITIUS FACEBOOK
TOP POSTS
Click on images to view posts online
36
C RODRIGUES FACEBOOK
▲ 0.5%
Followers
14.73K
▲ 201.8%
607.6K
Page reach
Page visits
5.3K
▲ 12.8%
▲ 67%
Impressions
681K
Engagement
4.4K
▲ 174.9%
37
C RODRIGUES FACEBOOK
TOP POSTS
Click on images to view posts online
38
C RESORTS INSTAGRAM
Followers
▼ 0.1%
13.2K
▼ 29.1%
Account reach
65.5K
▼ 52.5%
Page visits
1.1K
133K
Impressions
▼ 24.5%
Engagement
▼ 18.8%
519
Posts’ Saves
▲ 0%
28
Stories Impressions
5.3K
▼ 28%
39
TOP POSTS
Click on images to view posts online
40
C MAURITIUS INSTAGRAM
▲ 7.6%
Followers
2.1K
▲ 45%
Account reach
88.1K
Page visits
▼ 38.1%
2.7K
Impressions
▼ 1.1%
205K
Engagement
▲ 120.6%
3.9K
Posts’ Saves
▼ 49.4%
39
Stories Impressions
▼ 69.4%
8K
41
TOP POSTS
Click on images to view posts online
42
C RODRIGUES INSTAGRAM
Followers
▲ 15.4%
2.7K
329.9K
Account reach
▲ 344.4%
▼ 7.7%
Page visits
1.6K
▲ 236.7%
Impressions
537K
Engagement
▲ 98.1%
6.7K
▲ 31.6%
Posts’ Saves
25
Stories Impressions
▼ 32.1%
1.5K
43
TOP POSTS
Click on images to view posts online
44
CONCLUSIONS
INSIGHTS
December Overview: Social media performance in December showed positive trends across key metrics, with particularly strong results on Facebook for C Resorts. A successful giveaway campaign for C Mauritius and C Rodrigues was conducted without paid boosting.
Facebook Highlights: All accounts experienced growth in reach, visits, impressions, engagement, and followers, except for a slight follower decline for C Resorts.
Instagram Highlights: C Mauritius and C Rodrigues recorded growth in engagement and reach, with minor dips in visits and story impressions for C Rodrigues.
Upcoming Focus Areas: We aim to address the decline in Instagram metrics for C Resorts by refining content strategies and exploring new engagement methods. Additionally, we’ll build on Facebook's strong momentum to further optimize performance across all platforms.
45
CHR SOCIAL MEDIA STATISTICS CHINA
46
ORGANIC TRAFFIC
6,544 ▲ 0.3%
Follower No.
57 ▼ 79.3%
New followers
37 ▼ 19.6%
Follower lost
2,769 ▼ 66.2%
Total impressions
Total engagements
85
CHM - Water Villa
2024 MCB
47
WECHAT – MINI PROGRAM
ORGANIC TRAFFIC
Top 5 Access Sources
120
5,960 ▼ 29.8%
Monthly total page visits
100
100
3,545 ▲ 4.5%
Total Users
78
80
131 ▼ 42.3%
New Users
60
51
23 ▲ 109%
Forwards
40
31
1 ▲ 100%
Transaction
14
20
0
Revenue
€ 1,815
Recently use
Search WeChat Dialogue WeChat menu
Others
Recently use Search WeChat Dialogue WeChat menu Others
48
LITTLE RED BOOK
TOP 3 POSTS WITH HIGHEST IMPRESSIONS
2,846 ▲ 13.2%
Follower No.
3,066 ▼ 43.7%
Impressions
101 ▼ 74%
Likes
10 ▼ 56%
Comments
38 ▼ 78%
Addto Bookmark
40 ▼ 69%
Forwards
998 ▼ 24%
Homepage visits
378 ▼ 35.4%
New followers
CHM - Water Villa
CPM – Escape from the winter season
CBMP,CPM – 2024 MCB
23 ▲ 4.5%
Follower lost
49
TOP 3 POSTS WITH HIGHEST VIEWS
Follower No.
104.8K
32.2k ▲ 59.4%
Impressions
10 ▲ 42.9%
Engagements
5 ▼ 16.7%
New follower
CLS – Legend Bar
CHRG – Beijing Bang Award
CBMP, CPM – 2024 MCB
50
CONCLUSIONS
INSIGHTS
Due to the Double 12 Shopping Festival mechanism, the traffic on LRB has also a slight decrease as the platform allocated more traffic to support its e-commerce function.
December overview: : This month, LRB remained as the main and most active platform in terms of UGC and follower acquisition, followed by WeChat. “Water villa at CHM” achieved the highest impressions and engagement among all the posts, indicating online users’ great interest in CHM. We also noticed that more online attention and discussion of CPM and CBMP due to the promotion of 2024 MCB. 2024 overview: In 2024, we have achieved 3.63% of total follower number increase rate:, of which WeChat achieved 30.33% and LRB reached 538%. This can’t be realized without a perfect teamwork with local & HO team members and operation teams from hotels. Hats off to whoever supported us!
51
CRM MARKETING
52
EMAIL CAMPAIGN
SEGMENTED NEWSLETTER: RODRIGUES VOUS ATTEND
Delivered
694
Bounce Rate
13.03%
Opt-Out Rate
0%
Open Rate
66.3%
Link Clicked Rate
6.3%
53
TRANSACTIONAL EMAILS
PRE-ARRIVAL EMAILS
Hotel
Delivered
Opened
Hard Bounced
Soft Bounced
Open Rate
CBMP
-
-
-
-
-
CPM
-
-
-
-
-
CHM
84
73
0
6
86.90%
CMM
117
95
2
3
81.20%
CLS
124
89
4
4
71.77%
CES
246
195
7
16
79.27%
Total
571
452
13
29
79.16%
54
TRANSACTIONAL EMAILS
POST-STAY EMAILS
Hotel
Delivered
Opened
Hard Bounced
Soft Bounced
Open Rate
CBMP
838
555
78
62
66.23%
CPM
773
215
19
4
72.88%
CHM
248
177
11
12
71.37%
CMM
324
231
16
20
71.30%
CLS
293
191
24
12
65.19%
CES
773
456
22
40
58.99%
Total
2771
1825
170
150
65.86%
55
ECHO PRIVILEGE CLUB
LOYALTY PROGRAMME STATISTICS
56
CONCLUSIONS
INSIGHTS
"Rodrigues vous attend" was our segmented newsletter exclusively targeting the Reunionese market, to help boost further interest and engagement for Rodrigues over the next quarter. Technical challenges encountered between Opera Cloud and NextGuest at Constance Belle Mare Plage and Constance Prince Maurice impacted the delivery of Pre Arrival emails during December. However, with communications restored mid-January, we anticipate a return to regular performance levels, which will be reflected in subsequent reports.
We concluded 2024 with a total of 5,457 enrolled Echo Privilege Club members.
57
EDITORIAL
58
NEWS
59
BLOG
60
PARTNER PROMO/EUROPEAN TOUR DESTINATION
Newsletter sent to European Tour Destination database - 88,000 members Open rate 47%
DP World Tour Newsletter sent to 134,000 members - open rate 74%
61
PARTNER PROMO/LEADING HOTELS OF THE WORLD
62
ACTIVE PARTNERS 2024
63
THANK YOU
E-Business ebusiness@constancehotels.com
Made with FlippingBook - Online Brochure Maker