BigCat Research

Tourism, Hotel Management and Facility Management

Experience in tourism, hospitality and facility management; It is the holistic perception produced by the moments of welcoming, guidance, cleaning, security, waiting and problem solving.

BigCat evaluates guest and employee perspectives in the same flow; It makes visible the difference between the written standard and the lived experience and reveals which contact determines repeat preference and service quality.

Guest experience, employee experience, service standard and touch point research for tourism, hospitality, facilities management and campus operations.

guest journey

Service quality

field observation

Frontline employee experience