Overall positive customer satisfaction levels for summer 2008

Tourist satisfaction ratings are based on data collected from the Malta Tourism Authority’s Market Profile Survey during the months of July to September 2008 so as to capture the Summer season. This is an ongoing survey that is distributed to a random sample of visitors upon their arrival to Malta. The findings below are based on feedback derived from visitors coming from the UK, Germany, France, Italy, the Netherlands, Nordic markets, Austria, Belgium and Switzerland. The sample is based on 1764 respondents.

Overall rating of the Malta Experience

During the three month period of July to September 2008, the Malta experience exceeded the expectations of 23.7% visitors.  For 63.2%, the experience in Malta was up to expectations.

Rating of Malta Experience by market Summer 2008

When tourist expectations of the Maltese Islands are measured for each market, it is noticed that for majority of markets the Malta experience was up to expectations.

Scandinavians appear to be the most satisfied with the Malta experience as more than one third (34.2%) of respondents attributed ‘above average’ ratings.

Would you recommend Malta?

Having had a positive experience in Malta, nearly nine out of every ten tourists would in fact recommend Malta to friends and/or relatives. This feedback remained constant when compared with Summer 2007.

Of those most likely to recommend Malta to friends and/or relatives, one finds the Scandinavians, the British, and the French.

When would you visit again?

Intention to visit Malta in the future is quite high. Indeed, 68% of visitors during summer 2008 said that they intend to come to Malta again in the coming future. Intentions to revisit Malta remained fairly constant, increasing from 68.0% in Summer 2007 to 68.7% in Summer 2008. Being the most likely to recommend Malta, intentions to re-visit during summer 2008 were highest amongst the British and the Scandinavians.

Out of these potential repeat visitors, 38.0% would return to Malta in a year or two whilst 17.1% would come back in less than a year.

Hospitality of the local people.

An important destination pull factor is the hospitality of the local people.

Overall, tourists are highly satisfied with the Maltese hospitality: nine out of every ten rated the friendliness of the local community as ‘very good’ or ‘good’.

Hospitality of Local People
All Markets	Summer'08	Summer'07
Very Good	40.4%	45.3%
Good	49.5%	45.5%
Not so Good	6.6%	6.4%
Poor	2.5%	2.2%
Very Poor	1.0%	0.5%
POSITIVE 'Very Good & Good'	89.9%	90.8%

TOURIST SATISFACTION LEVELS - SUMMER 2008

All Markets (N=1764)

Very Good and Good Responses

The Tourist Offer:	Physical	Service
Malta International Airort	85.1%	50.9%
Gozo ferry points	77.4%	76.2%
Accommodation	69.3%	70.6%
Restaurants	71.2%	69.9%
Entertainment	54.3%	53.9%
Retail outlets	58.1%	64.0%
Sports facilities	52.4%	53.5%

Transport:	Physical	Service
Car hire	68.0%	71.9%
Taxi service	64.7%	68. 5%
Public transport	63.9%	61.6%

Beaches:	Physical	Service
Beaches	47.9%	55.2%
Sea Quality	75.8%	n/a

Attractions:	Physical	Service
Guided tours	80.6%	78.4%
Historical Sites	81.0%	76.2%
Museums	81.4%	76.8%
Cathedrals/churches	89.0%	81.1%
Theatre/Performing Arts	75.7%	74.8%

Infrastructure:	Physical	Service
Roads	15.7%	n/a
Road signs	30.7%	n/a
Traffic	24.0%	n/a
Parking	31.4%	n/a
Public Conveniences	36.5%	n/a
Level of cleanliness	31.6%	n/a
Air quality	65.1%	n/a

Not so Good, Poor and Very Poor Responses

The Tourist Offer:	Physical	Service
Malta International Airport	14.9%	19.0%
Gozo ferry points	22.6%	23.9%
Accommodation	30.6%	29.4%
Restaurants	28.7%	30.1%
Entertainment	45.80%	46.2%
Retail outlets	41.9%	35.9%
Sports facilities	47.5%	46.5%

Transport:	Physical	Service
Car hire	32.1%	28.0%
Taxi service	35.2%	31.4%
Public transport	36.2%	38.3%

Beaches:	Physical	Service
Beaches	52.1%	44.8%
Sea Quality	24.1%	n/a

Attractions:	Physical	Service
Guided tours	19.4%	21.6%
Historical sites	18.9%	23.7%
Museums	18.6%	23.2%
Cathedrals/churches	11.0%	18.9%
Theatre/Performing Arts	24.3%	25.3%

Infrastructure:	Physical	Service
Roads	84.3%	n/a
Road signs	69.3%	n/a
Traffic	76.0%	n/a
Parking	68.6%	n/a
Public conveniences	63.5%	n/a
Level of cleanliness	68.6%	n/a
Air quality	35.0%	n/a