Insights
Published market intelligence across East Africa — tracking customer experience in hotels, malls, and service businesses. Executive summaries are free to download.
The State of Nairobi Hotel Guest Experience
150 hotels · Annual series since 2022 · The flagship CVI study
The State of Nairobi Hotel Guest Experience — 2025
150 hotels · 28,377 reviews · The market's best year yet. Rating rose to 4.54, angry reviews fell for the first time in three years. But the tiers pulled apart — Gold climbed to 4.64 while Bronze slipped to 4.33.
2024
Guest Experience 2024
150 hotels · 26,902 reviews · Gold surged to 83% reply rate. Silver and Bronze stayed at zero.
Download Summary →2023
Guest Experience 2023
150 hotels · 28,470 reviews · The year the reply-rate divide became unmistakable.
Download Summary →The Long View
A Decade — to 2022
202,000+ reviews · Two five-year eras · Ratings 4.25→4.42. The foundation study.
Download Summary →The State of Nairobi Restaurants
215 restaurants · Three-year trend · The city's dining scene tracked year on year
The State of Nairobi Restaurants — 2025
215 restaurants · The three-year story. Median rating reached 4.50 (best of three years), reply rate doubled from 6% to 12.3%, and service became both the #1 complaint (38%) and the fastest-rising strength. Atmosphere led praise all three years.
2024
Nairobi Restaurants 2024
182 restaurants · Rating held at 4.45, complaints ticked up. Reply rate inched from 6% to 7.3% — the divide barely moved.
Download Summary →2023
Nairobi Restaurants 2023
160 restaurants · 23,080 reviews · The reply-rate divide was the sharpest line in the market — 40% replied to nothing.
Download Summary →The State of Zanzibar Hotel Guest Experience
123 hotels · Annual series since 2022 · East Africa's premier leisure destination
The State of Zanzibar Hotel Guest Experience — 2025
123 hotels · 5,182 reviews · How the market recovered, measured against both 2023 and 2024. Year-on-year trends across star classes.
2024
Guest Experience 2024
123 hotels · 4,577 reviews · What changed from 2023, by star class.
Download Summary →2023
Guest Experience 2023
123 hotels · 4,751 reviews · The one habit that set the best apart.
Download Summary →The Long View
A Decade — to 2022
27,000+ reviews · Two five-year eras · What changed, what held.
Download Summary →The State of Nairobi Malls
38 shopping centres · CVI's first sector expansion beyond hospitality
2025
State of Nairobi Malls 2025
38 malls · 14,486 reviews · Year-on-year comparison against 2024. What changed in shopper sentiment.
Download Summary →
2024
State of Nairobi Malls 2024
38 malls · 17,532 reviews · What shoppers really said — and what it means for footfall.
Download Summary →The State of Uganda Hotel Guest Experience
103 hotels · CVI's first geographic expansion beyond Kenya
The State of Uganda Hotel Guest Experience — 2025
103 hotels · 8,415 reviews · What guests across the country actually experienced — and the one habit almost no hotel has adopted. Grouped by official hotel classification.
