Hotels.com has been named “Best Overall Customer Experience” for the third year running, according to Keynote Competitive Research, the industry analysis group of Keynote Systems (NASDAQ: KEYN), that examined nine of the top hotel reservations websites in the U.S.
As well as the highest accolade, Hotels.com gained other notable successes such as:
taking the top slot in seven out of ten categories, including the key service areas of customer satisfaction, price satisfaction, ease of booking and hotel availability
achieving a total of nine top three places overall
improving its overall customer experience index score every year since the research was first undertaken in 2008
Rankings were based on responses from more than 2,000 real users, observed as they accomplished tasks on each of the sites, as well as real data collected through Keynote website monitoring to assess the technical quality of each website.
“We are constantly working to improve not only the site but also our mobile capability and call centre service to provide our customers with the best possible hotel shopping, booking and post-booking experience,” commented Scott Booker, President of Hotels.com. “As part of this commitment, we currently feature more than 150,000 hotels around the world, over 6.5 million user-generated reviews, our award winning Welcome Rewards loyalty programme, price match guarantee and 24/7 customer service in many markets.”
Additional study findings also discovered that Hotels.com was judged most “helpful” and was also considered particularly convenient, friendly and good value.
