La rivoluzione del rating

CAMBRIDGE – “Bonjour Monsieur, comment pourrais-je vous aider?” chiede con fare ossequioso il concierge del mio albergo a Parigi. Subito mi domando che fine abbia fatto la rinomata supponenza della città, soprattutto nei confronti dei turisti americani. Se la capitale francese ha smesso di essere la città più sgarbata d'Europa, forse dobbiamo ringraziare la diffusione dei sistemi di rating online, come TripAdvisor.

I siti web dedicati ai viaggi esistono dagli anni '90, periodo in cui furono lanciati Expedia, Travelocity e altri portali di prenotazione online che consentono ai viaggiatori di confrontare i prezzi di voli e alberghi con un semplice clic del mouse. Non essendo queste informazioni più controllate dagli agenti di viaggio o nascoste nelle reti aziendali, l'industria dei viaggi e del turismo ha subito una trasformazione radicale, mentre una maggiore trasparenza ha favorito l'abbassamento dei prezzi.

Oggi, però, il settore è alle prese con una nuova rivoluzione, stavolta tesa a trasformare la qualità dei servizi. I sistemi di rating, ovvero di valutazione, online specializzati in alberghi (TripAdvisor), ristoranti (Zagat), appartamenti (Airbnb) e taxi (Uber), permettono ai viaggiatori di condividere commenti ed esperienze che tutti possono leggere.

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