Hotels.com was named Best Overall Customer Experience according to a study by Keynote Competitive Research that examines nine of the top online travel websites in the US.
The rankings were based on responses from 1,800 real users, who were 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. A spokesman for the research said.
For this study, Keynote recognised companies with the overall top ranking, as well as those exhibiting excellence in specific categories.
As well as the highest award, Hotels.com gained other notable successes such as:
Winning first place in six other categories, including the key service areas of customer satisfaction, customer support and booking process
• Achieving a total of 12 top three places overall;
• Improving its scores in 14 out of the 16 categories, compared to last year’s results.
“We’re proud to be honoured with the Keynote Competitive Research’s distinction of best overall customer experience as it shows that our commitment to offering a great service to our users is recognised and appreciated,” commented Scott Booker, Senior Vice President, eCommerce for Hotels.com.