A Market Research to understand the customer perception and attitude towards OYO rooms post COVID-19 pandemic

1. 1Group 7_Section B
Focus Group Moderator Guide
Consumer Perception towards OYO Rooms post COVID
Welcome
Good Evening and thank you for joining us today for this important session. My name is
Pallavi/Rohit and I will be the moderator for this discussion session. My teammates Sahajdeep,
Raja, Rupesh and Saurabh will be observing this session and help me with the notes afterwards.
Brief Synopsis of Research
Today we are going to discuss how you feel about staying in OYO rooms post COVID. Our
focus is to understand how your perception towards hotel rooms in general and OYO rooms in
particular has changed after COVID outbreak. Also, what can hotels do to restore your trust in
the system. It is going to be a friendly discussion about how your priorities have changed and
what factors help you in decision making.
General Guidelines for the Group
There are no wrong answers but rather different points of view. Please feel free to share your
point of view even if it differs from what others have said. Keep in mind that we're just as
interested in negative comments as positive comments.
Everyone's opinion is valued, so we will listen respectfully to all participants. At the same time,
there are some guidelines that each of us must follow to keep this discussion running smoothly.
1. Please refrain from cross talk, when one person is talking, wait until they are finished
to speak up.
2. Please turn off your cell phone, we don't want calls to interrupt our time together. Also,
please check your internet connectivity prior to this call.
Explanation of Confidentiality
You've probably noticed that this zoom session is being recorded. We are recording the session
because we don't want to miss any of your comments. People often say very helpful things in
these discussions and we can't write fast enough to get them all down. We will be on a first-
name basis tonight, but we won't use any names in our reports. You may be assured of complete
confidentiality. Recordings of the session will be transcribed by our team and your identity will
be kept confidential. The insights from this session will be used for completing the above-
mentioned report.
Group Introduction
Well, let's begin. So, you already know me. My name is Pallavi/Rohit. Each one of us has our
first name displayed on our zoom screen which you can use to refer to each other during these
discussions. Why don’t you all take turns to introduce yourself to the group?

2. 2Group 7_Section B
Discussion Questions, Probes and Follow up Questions
➢ Take us through your journey of how you finalize and book hotels for your trip?
✓ What features in a hotel are most important to you?
✓ Why you prefer these features over others?
✓ What one feature could make or break your buying decision?
✓ Where and how do you find information to compare different options in the
market?
✓ Any other factor/s that influences your decision to stay in a particular hotel?
✓ How has OYO hotels performed based on these features you talked about?
✓ What other experiences and perceptions do you have of OYO hotels?
➢ Going back to the last time you stayed at OYO room, why would you consider or not
consider to stay in OYO given the COVID pandemic?
✓ How do you think OYO rooms could improve upon this?
✓ What other experiences during the buying process helped you decide in favour
of a particular hotel?
✓ Any other story from your personal experience that helped you in deciding
which hotel to choose for your stay?
✓ From your experience or perception, tell one strength OYO has over other hotels
in the industry?
✓ One weakness
➢ What do you feel about the pricing of the other similar hotels that is available in the
market?
✓ How much does it influence your buying decision?
✓ If OYO rooms promise to provide you all the features you talked about, are you
willing to pay extra for these features?
✓ What services do you think should be charged extra and not included in the
standard room prices/offering?
Concluding Remarks
Suppose that you had one minute to talk to the CEO of OYO hotels about the topic of today's
discussion. What would you say?"
It was a very fruitful discussion we had today. The insights from the discussion are very
important to us in finishing our research. We thank you all for taking out the time and for
sharing your experiences with us.