Cruise lines missing boat in customer satisfaction
Royal Caribbean, Travelocity and Expedia were voted the best Web site in the latest Keynote Systems study.
The study found, however, that many cruise and online industry sites are not taking complete advantage of their chance to satisfy prospective customers.
Said Lance Jones, associate director of internet research for Keynote:
“Consumers are clamoring for more and easier access to information from cruise and online travel sites — and we see clear evidence that success in providing that information equals success in driving purchase intent.”
He said the cruise industry could benefit from the trend in other online travel industries to simplify or even eliminate visitor registration.
Almost half of those surveyed reported some frustration with forced or lengthy registration processes.
Said Ben Rushlo, Keynote’s manager of professional services:
“Too many cruise sites perform below the technical standards for travel Web sites both in terms of reliability and availability.”
The Celebrity, Cheap Tickets and Royal Caribbean sites had the highest ratings for reliability or making the least errors.
Celebrity, Travelocity and Expedia were the top ranked sites in terms of responsiveness.
Report by David Wilkening
David
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