Hotels.com, Marriott win best websites
An industry analysis group examining hotel reservation websites found Hotels.com took first place for “Best Overall Customer Experience” and Marriott.com came in first for “Best Overall Technical Quality.”
The study was done by Keynote Competitive Research, the industry analysis group of Keynote Systems.
“The rankings are based on responses from real users, who were observed as they accomplished tasks on each of the sites studied, as well as real data collected through Keynote website monitoring to assess the technical quality of the sites,” the company says.
“Based on our analysts’ observations and interviews with our panel of actual users, our study of US hotel reservation websites revealed that when booking hotel reservations online trust and security, customer support and the booking process are the top determining factors of a positive customer experience,” said Christopher Musto, general manager of the Keynote Competitive Research group at Keynote.
For each study, Keynote recognizes the companies with the overall top ranking, as well as those exhibiting excellence in specific categories.
For the “Customer Experience” portion of the study, Keynote observed and conducted online interviews with 1,800 prospective air travel customers as they interacted with the websites of a total of nine leading hotels and online travel agencies (200 people per site): Expedia, Hilton, Hyatt, Hotels.com, Marriott, Orbitz, Priceline, Marriott and Travelocity.
Other findings:
—Hotels.com was considered the most “convenient,” “friendly,” and along with Expedia, “helpful.”
—Hotels.com was deemed most “flexible & accommodating to customer requests;”
—Orbitz was considered most “fun.”
By David Wilkening
David
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