Thursday, April 14th, 2011
Keynote Competitive Research, the industry analysis research group announced the results of Industry Study examining U.S. Hotel Reservation Websites. In the 2011 U.S. Hotel Reservation Sites study, Hotels.com took first place for Best Overall Customer Experience and Marriott.com came in first for Best Overall Technical Quality for their websites.  

Key findings include: Hotels.com, Expedia, and Orbitz are the top-tier sites for Conversion. Tor Customer Satisfaction it is the Hilton Hotels. Hotels.com is considered the most “convenient” and “friendly,” while Expedia is the most “helpful.” Hotels.com is deemed most “flexible & accommodating to customer requests," and Orbitz is considered the most “fun.”

“Based on our analysts’ observations and interviews with our panel of actual users, the study of US hotel reservation websites revealed that when booking hotel reservations online trust, security, customer support and the booking process are the top determining factors of a positive customer experience,” said Christopher Musto, general manager of Keynote.

In addition to evaluating customer experience with its panel of actual users, the study also examined two broad aspects of technical quality: responsiveness and reliability. Based on the thousands of transactions monitored over the course of the study, Marriott.com is ranked first in All Overall Technical Quality. In the two components of ‘Technical Quality,’ Sheraton set the standard for responsiveness (or speed), while Marriott led the group in reliability and was third in responsiveness.

Source: Press release from Keynote Competitive Research.