How to analyze customer behavior and repeat clients?

✅ Detect recurring travelers or returning TO clients
✅ Track average group size and booking preferences
✅ Understand lead time and booking frequency
✅ Identify most requested experiences and destinations

🚀 Objective: Learn how to analyze customer behavior using KOOB booking data and identify repeat clients to improve retention and tailor your services.

Access booking data in KOOB 📦

To start analyzing customer behavior:

Go to Bookings > Clients’ Bookings or My Bookings

Apply filters by Booking Date, Check-in Date, or TO Name

Click Extract to CSV

Open the file in Excel or Google Sheets

💡 Use "Clients’ Bookings" to analyze TO behavior, and "My Bookings" to detect repeat guest patterns.

Focus on key fields for behavioral analysis 🔍

The exported booking file includes several columns that help understand client behavior:

Column	What it tells you
Internal Reference	Identify if the same traveler appears multiple times
Tour Operator Name	Analyze repeat bookings from the same TO
Number of Guests	Understand group vs. FIT trends
Booking Date	Analyze lead time and frequency of booking
Check-in / Checkout	Determine seasonality or repeat travel periods
Product Name	Detect favorite experiences or hotels
City / Country	Identify popular destinations per client
Promotions / Supplements	Track interest in add-ons or upgraded experiences

📌 If “John Smith” appears across 3 different trips (Internal Reference) in a year, this suggests a loyal client who may appreciate upsells or exclusive perks.

Detecting repeat clients or TOs 🧭

To identify repeat business:

Sort or filter the file by Internal Reference → look for recurring names
Use a pivot table to count how often each guest or TO books
Filter by Tour Operator Name to highlight TOs with recurring clients
Use the Booking Date column to measure how frequently they return

📊 Example chart: A bar chart showing “Number of bookings per client” highlights your top 10 recurring guests.

Understanding client preferences and behavior patterns 👥

Once you detect recurring clients, analyze what they tend to book:

Filter by Product Name → to see if repeat travelers choose the same hotel or experience
Group by City or Country to see favorite destinations
Analyze Supplements / Promotions column to track upsell success

📌 Example: A family client books the same beach resort each July, often with the “Child Activity Package” add-on. This insight can help with targeted promotions.

Segment clients by booking frequency and group size 📅

You can segment your client base based on how often and how many travelers they book for:

Create a pivot table with Internal Reference + Count of Booking ID
Add columns for Number of Adults and Number of Children
Analyze average group size and travel patterns

💡 Clients with frequent bookings of 6+ pax might be planning for small groups or multigenerational trips—suggest tailored packages.

Visualize client trends for strategy alignment 📈

To go further, create dashboards or charts showing:

Most frequent clients
Average number of bookings per TO
Most booked destination per TO or guest
Booking frequency over time per client

📌 Use the “Booked On” column to detect if travelers return annually, seasonally, or after promotions.

Takeaways

✅ Use "Main Guest Name" to identify repeat travelers
✅ Analyze booking dates and frequency to detect loyalty patterns
✅ Sort by TO Name to see which partners bring the most repeat clients
✅ Segment by destination and product to understand preferences
✅ Track group size and upsell behavior to tailor offers

FAQ

How can I find repeat travelers?
🧑 Sort or filter by “Internal Reference” and count how many times the name appears.

How do I analyze TO loyalty?
📊 Use a pivot table with “Tour Operator Name” and count the number of bookings.

Can I detect client preferences for specific products?
🏨 Yes, analyze the "Product Name" and "City" columns for recurring patterns.

What if names vary slightly across bookings?
🔍 Use filters with partial text or search by email (if available) to improve match quality.

How do I present this data visually?
📉 Use Excel bar or pie charts to highlight top clients or most booked experiences.

📌 Need help? Visit the KOOB Knowledge Base or contact KOOB Support 🚀