MONTHLY REPORT SEPTEMBER 2024

1 E-BUSINESS MONTHLY REPORT | SEPTEMBER2024

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)

▼ -0.1%

New Organic Users

26.7K

▼ -8.2%

Transactions

223

▼ -9.3%

Transactions

68

▼ -2.2%

Organic sessions

45K

▼ -11.4%

Revenue

€1.24M

▼ -8.5%

Revenue

€398K

▲ 0.0%

Transactions

80

▼ -5.6%

Conversion rate

0.17%

▼ -4.9%

Ads Spend

€12.12K

▼ -16.3%

ROAS

26.59

▼ -17.4%

Cost per click

€0.14

• All Conversions: Transactions decreased by 8.2%, reaching a total of 223. Revenue fell by 11.4%, amounting to €1.24M. The con version rate also dropped by 5.6%, now standing at 0.17%.

• Pay Per Click (PPC) Results: Transactions dropped by 9.3%, totaling 68. Revenue decreased by 8.5%, reaching €398K. Ad spend d ecreased slightly by 4.9%, amounting to €12.12K. ROAS (Return on Ad Spend) declined by 16.3%, now at 26.59. However, the cost per click improved, decreasing by 17.4% , n ow at €0.14.

• Organic Traffic: New organic users decreased slightly by 0.1%, reaching 26.7K. Organic sessions dropped by 2.2%, totaling 45K, while transactions remained stable at 80, with no change compared to the previous period.

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 - SEPTEMBER

13

CONSTANCE HOSPITALITY MANAGEMENT

REVIEWS AND MANAGEMENT RESPONSE - SEPTEMBER

14

CONSTANCE HOSPITALITY MANAGEMENT

SOURCES - SEPTEMBER

15

CONSTANCE HOSPITALITY MANAGEMENT

REVIEWS - SEPTEMBER

16

CONSTANCE HOSPITALITY MANAGEMENT

SEMANTIC ANALYSIS - SEPTEMBER

17

CONCLUSIONS

INSIGHTS - SEPTEMBER

Management Response Rate: The response rate remains high at 97.7% , with 809 out of 828 reviews addressed. Negative reviews had a 100% response rate, and the average response time was 3.0 days .

Review Volume: Reviews slightly decreased to 1,038 , with Tripadvisor maintaining a 99% response rate.

Sentiment: Positive sentiment rose to 89.4% ( +2.2% ), driven by Food & Drinks and Staff , though Establishment and Room received more negative feedback.

Global Review Index (GRI): GRI increased to 95.4% ( +0.3% ), reflecting overall positive performance.

Response Time: The average response time was 3.0 days , with faster handling of negative reviews at 2.4 days .

18

CHR SOCIAL MEDIA STATISTICS

19

DISCLAIMER

FACEBOOK METRICS DEPRECIATION

As of September 2024, Meta has implemented significant changes to Facebook's metrics, affecting how performance is tracked and reported. Several key metrics have been deprecated to streamline reporting in line with the new Pages experience. This update has impacted our reporting, leading to a noticeable drop in several metrics.

These changes, while disruptive, are intended to improve the quality of metrics provided and eliminate outdated or redundant data points. It's important to note that the changes are retroactive, so past reports may not align perfectly with current data.

We are actively monitoring these changes and digging deeper into their impact.

Please find official Meta statement here & our reporting platform’s statement here .

20

FACEBOOK

▼ 0.05%

Followers

334.1K

▼ 65.8%

Page reach

200K

▼ 24.9%

Page visits

6.8K

▼ 68.7%

Impressions

820K

▼ 25.3%

Engagement

2.1K

21

FACEBOOK

TOP POSTS

22

INSTAGRAM

▲ 0.2%

Followers

228K

▲ 119.3%

Account reach

569.2K

▼ 7.6%

Page visits

21K

▲ 85.3%

Impressions

1.8M

▼ 16.6%

Engagement

13K

▼ 21.2%

Posts’ Likes

11.2K

▲ 0.8%

Story Impressions

207K

23

INSTAGRAM

TOP POSTS

A white background with black text

Description automatically generated

A screenshot of a computer

Description automatically generated

24

PINTEREST

TOP BOARDS

▲ 0.01%

Subscribers

1.14K

▼ 2%

Monthly Viewers

168.5K

▼ 2.2%

Impressions

166.2K

▼ 27%

Engagement

1.22K

▼ 30%

Engaged Audience

932

▼ 4%

Saves

114

25

YOUTUBE

Diva Restaurant | Constance Lemuria Most watched video

Total audience

▲ 0.5%

2.8K

▲ 28.3%

Video views

14.2K

▼ 14%

Total Impressions

53K

Click on images to view posts online

26

FACEBOOK PAGE PER HOTEL

27

OVERVIEW

Hotel

Page followers

Page visits

Reach

Impressions

Engagement

CBMP

18.3K ▲ 0.9%

10.2K ▲ 42.8%

263.3K ▲ 2.9%

572K ▲ 63.7%

1.7K ▲ 45.5%

13.1K ▲ 0.1%

4.1K ▲ 52.6%

342.8K ▲ 97.3%

500K ▲ 121.7%

393 ▲ 1.8%

CPM

CHM

8.9K ▲ 0.1%

2.5K ▼ 20.1%

87.8K ▼ 28.3%

117K ▼ 47.8%

324 ▼ 35.8%

CMM

9.7K ▲ 0.2%

3.6K ▼ 30.1%

107.7K ▼ 47%

180K ▼ 39%

922K ▼ 25.1%

CLS

6.8K ▲ 2.2%

1.3K ▼ 39.8%

87.8K ▼ 54.5%

98K ▼ 61.1%

344 ▼ 56.3%

4.8K ▲ 1.8%

3.2K ▼ 33.3%

208.6K ▲ 69%

269K ▼ 11.4%

419 ▼ 69%

CES

CTM

9.8K ▲ 0.3%

3.1K ▼ 8.9%

91.2K ▼ 36%

133K ▼ 24.2%

1.3K ▲ 80.8%

CSM

10.7K ▲ 0.3%

1.1K ▼ 28.9%

118.7K ▼ 32.3%

129K ▼ 32.9%

111 ▼ 31.1%

11.2K ▲ 0.2%

2.2K ▲ 7.2%

120.1K ▼ 33.1%

158K ▼ 28.3%

106 ▼ 33%

CTR

28

FACEBOOK

TOP POSTS

Click on images to view posts online

29

FACEBOOK

TOP POSTS

Click on images to view posts online

30

ECHO PRIVILEGE CLUB

31

ECHO PRIVILEGE CLUB

PHASE 2

In August, we launched the second phase of Echo Privilege Club campaign, which focused on increasing awareness and driving sign-ups for our loyalty programme.

In total, 20 ads were split tested against each other, with a greater proportion of budget optimised to flow to the better performing ads.

Generally, ads focused on non-members were more successful; these made up the top three best performers.

The most successful ads were the UK and Italian competition posts, generating a total of 234 Echo registrations.

Impressions

1M

Clicks

7.8K

Direct Echo Sign Ups

474

32

CONCLUSIONS

INSIGHTS

Best performing posts : This month again, UGC performed well. Our top-performing posts mostly featured the nature surrounding the hotels .

Echo Privilege Club : following the success of Phase 1 and 2 of the Echo Privilege Club campaign, we are preparing for Phase 3 to be launched by the end of the year, with continued focus on driving sign-ups.

33

C RESORTS

34

DISCLAIMER

FACEBOOK METRICS DEPRECIATION

As of September 2024, Meta has implemented significant changes to Facebook's metrics, affecting how performance is tracked and reported. Several key metrics have been deprecated to streamline reporting in line with the new Pages experience. This update has impacted our reporting, leading to a noticeable drop in several metrics.

These changes, while disruptive, are intended to improve the quality of metrics provided and eliminate outdated or redundant data points. It's important to note that the changes are retroactive, so past reports may not align perfectly with current data.

We are actively monitoring these changes and digging deeper into their impact.

Please find official Meta statement here & our reporting platform’s statement here .

35

C RESORTS FACEBOOK

▲ 0.7%

Followers

10.8K

▲ 223.5%

Page reach

400.6K

▲ 116.2%

Page visits

2.2 K

▲ 274.1%

Impressions

553K

▲ 1097.2%

Engagement

3.5K

36

C RESORTS FACEBOOK

TOP POSTS

Click on images to view posts online

37

C MAURITIUS FACEBOOK

▲ 0.5%

Followers

7.2K

▲ 35.3%

Page reach

328.7K

▼ 27.1%

Page visits

2.4K

▲ 28%

Impressions

424K

▼ 36.6%

Engagement

2.6K

38

C MAURITIUS FACEBOOK

TOP POSTS

Click on images to view posts online

39

C RODRIGUES FACEBOOK

▲ 1.3%

Followers

14.3K

▲ 57%

Page reach

286.3K

Page visits

8.9K

▼ 4.9%

▲ 126.6%

Impressions

659K

Engagement

2.4K

▼ 34.3%

40

C RODRIGUES FACEBOOK

TOP POSTS

Click on images to view posts online

41

C RESORTS INSTAGRAM

▲ 0.1%

Followers

13.1K

▲ 5.5%

Account reach

31.8K

▼ 23.7%

Page visits

1.1K

▲ 26.5%

Impressions

76K

▲ 19.2%

Engagement

1.6K

▼ 8%

Posts’ Saves

23

▲ 171.8%

Stories Impressions

8K

42

INSTAGRAM

TOP POSTS

Click on images to view posts online

43

C MAURITIUS INSTAGRAM

▲ 15.8%

Followers

1.5K

▲ 13.7%

Account reach

40.6K

▼ 20.6%

Page visits

2.9K

▲ 17.1%

Impressions

92K

▲ 153.3%

Engagement

2.9K

▼ 13.6%

Posts’ Saves

19

▲ 231.6%

Stories Impressions

17K

44

INSTAGRAM

TOP POSTS

Click on images to view posts online

45

C RODRIGUES INSTAGRAM

▲ 4.7%

Followers

2.2K

▲ 701.4%

Account reach

157.2K

▲ 39.6%

Page visits

1.2K

▲ 569.1%

Impressions

298K

▲ 667.3%

Engagement

9K

▲ 520%

Posts’ Saves

31

▲ 303.8%

Stories Impressions

9.1K

46

INSTAGRAM

TOP POSTS

Click on images to view posts online

47

CONCLUSIONS

INSIGHTS

September overview: There was consistent growth in visibility with notable increases in reach and impressions across platforms, leading to broader content exposure.

Instagram: C Rodrigues Instagram keeps achieving solid growth, particularly in reach and engagement, indicating the content resonated well with the audience.

Facebook: C Resorts Facebook experienced a strong rise in engagement and reach, showcasing the success of recent content strategies.

Upcoming Focus Areas : Our goal is to boost engagement and page visits across all platforms through refined content strategies and CTAs. We'll maintain growth momentum across pages, supported by targeted online campaigns to increase our audience on every platform.

48

CHR SOCIAL MEDIA STATISTICS CHINA

49

WECHAT

ORGANIC TRAFFIC

▼ 0.03%

Follower No.

6,255

▼ 36.2%

New followers

60

▲ 129%

Follower lost

62

▲ 12.4%

Total impressions

3,028

Family holiday at CMM

Exclusive offers from CMM and CHM for China market

50

WECHAT – MINI PROGRAM

ORGANIC TRAFFIC

Top 5 Access Sources

8,331 ▼ 50.8%

Monthly total visits

900

800

713

3,061 ▲ 5.18%

Total Users

700

600

192 ▼ 53.4%

New Users

459

451

500

400

12 ▼ 66.7%

Forwards

276

300

176

200

100

0

Recently used WeChat dialouge

Search

Others

WeChat menu

Recently used WeChat dialouge Search Others

WeChat menu

51

LITTLE RED BOOK

TOP 3 POSTS WITH HIGHEST IMPRESSIONS

1,775 ▲ 3.2%

A screenshot of a phone

Follower No.

A group of people holding coffee cups and a plate of food

A person sitting in a hammock on a beach

Description automatically generated

Description automatically generated

Description automatically generated

7,106 ▼ 41.3%

Impressions

62 ▼ 48%

Likes

41 ▲ 28%

Comments

28 ▼ 24%

Add to Bookmark

54 ▲ 5%

Forwards

894 ▼ 49%

Homepage visits

86 ▼ 59%

New followers

LRB #MyConstanceMoment social media campaign

CMM – Family trip at CMM

CTM – Enjoy isolated holiday

36 ▲ 38.4%

Follower lost

52

WEIBO

TOP 3 POSTS WITH HIGHEST VIEWS

Follower No.

104.8K

13.1k ▼ 40.7%

Impressions

11 ▼ 100%

Engagements

12 ▼ 33%

New follower

CLS - Wedding service

CMM – Family trip at CMM

CTM – Enjoy isolated holiday

53

CONCLUSIONS

INSIGHTS

September overview: Due to the holiday break in September, the impressions and engagements of all platforms have a slight decrease. This month, LRB remained as the main and most active platform in terms of UGC and follower acquisition. Our top performing posts mostly featured the stay experience at CMM and CHM while activities at CLS and CTM also aroused interests. Best performing posts : “Share your #MyConstanceMoment” LRB social media campaign achieved the highest impressions and engagement among all the posts, indicating our guests’ unforgettable stays at CHR, great interest in interacting with us and their intention for another visit.

54

CRM MARKETING

55

TRANSACTIONAL EMAILS

PRE-ARRIVAL EMAILS

Hotel

Opened

Hard Bounced

Soft Bounced

Open Rate

Delivered

CBMP

190

149

8

4

78.42%

CPM

129

104

3

5

80.62%

CHM

64

28

7

2

43.75%

CMM

129

69

3

2

53.49%

CLS

119

97

1

3

81.51%

CES

185

142

5

4

76.76%

Total

816

589

27

20

72.18%

56

TRANSACTIONAL EMAILS

POST-STAY EMAILS

Hotel

Opened

Hard Bounced

Soft Bounced

Open Rate

Delivered

CBMP

880

589

86

47

66.93%

CPM

316

220

30

14

69.62%

CHM

189

75

32

5

39.68%

CMM

293

177

15

7

60.41%

CLS

369

242

26

22

65.58%

CES

809

552

29

29

68.23%

Total

2856

1855

218

124

64.95%

57

ECHO PRIVILEGE CLUB

LOYALTY PROGRAMME STATISTICS

58

CONCLUSIONS

INSIGHTS

Over the month of September, Echo Privilege Club enrolments stayed on a constant increase, reaching 3,936 members as at September 30th. The number of Golden Earth and Platinum Breeze members have also risen following requests and review on a case-by-case basis.

59

EDITORIAL

60

NEWS

61

BLOG

62

ACTIVE PARTNERS 2024

63

THANK YOU

E-Business ebusiness@constancehotels.com