Source = Hotels.com Hotels.com was named “Best Overall Customer Experience”according to a study by Keynote Competitive Research that examines nine of the top onlinetravel websites in the U.S. 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 datacollected through Keynote website monitoring to assess the technical quality of eachwebsite. For this study, Keynote recognised companies with the overall top ranking, as wellas those exhibiting excellence in specific categories.Together with the highest award, Hotels.com gained other notable successes as well:-‐ 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 bestoverall customer experience as it shows that our commitment to offering a great service toour users is recognised and appreciated,” commented Scott Booker, Senior Vice President,eCommerce for Hotels.com. “Hotels.com is known throughout the industry for our site’s easeof use, features which include over two million unique user-generated hotel reviews, our 24/7customer service, and our price guarantee. ”Additional study findings also discovered that Hotels.com was considered most “convenient” and “friendly” and was also named most “flexible and accommodating to customer requests”.
August 17, 2019