Australian tourism businesses continue to lead in guest satisfaction
ATIC says Australian tourism businesses participating in the Quality Tourism Framework have out performed guest satisfaction benchmarks
Australian tourism businesses participating in the Quality Tourism Framework (QTF) continue to outperform global and regional guest satisfaction benchmarks, achieving a Global Review Index (GRI) of 90.5 percent in Q3 2026, compared to the global average of 87 percent, and Oceania average of 84.3 percent.
The results highlight the strong performance of businesses engaged in the QTF delivering quality visitor experiences and maintaining positive relationships with guests, both in person and online.
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The Global Review Index (GRI) is an internationally recognised online reputation score that measures guest satisfaction based on reviews and ratings published across multiple online platforms. By drawing on feedback from a broad range of review sources, the GRI provides valuable insights into overall guest satisfaction and enables businesses to benchmark their performance against industry and regional averages.
Australian Tourism Industry Council (ATIC) CEO Erin McLeod said the results were an encouraging reflection of the quality of experiences being delivered by businesses participating in the QTF.
“Achieving a GRI above 90 percent is an excellent result, particularly when compared with global and regional averages, and reflects the dedication of participating businesses to delivering outstanding visitor experiences,” Ms McLeod said.
“These businesses recognise the importance of maintaining high standards, listening to their visitors and continually finding ways to improve the experiences and services they offer.
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“Importantly, these results are informed by feedback from visitors themselves, providing a valuable indication of how the quality of Australian tourism experiences is being recognised by those who experience them firsthand.”
Through the QTF, tourism businesses have access to nationally recognised accreditation and business development programs, practical resources and tools designed to support continuous improvement.
Participating businesses also receive complimentary access to Shiji ReviewPro Reputation, enabling operators to monitor guest feedback across multiple platforms, respond to reviews and identify opportunities to enhance the visitor experience.
The Q3 results reinforce the value of a continued focus on quality, visitor satisfaction and meaningful engagement in supporting Australia’s tourism industry.
