Research also finds hotels.com to be the most "helpful" site
LONDON, July 5, 2012 /CNW/ - 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.
Hotels.com is a leading online accommodation booking website with more than
150,000 properties around the world, ranging from international chains
and all-inclusive resorts to local favourites and bed & breakfasts,
together with all the information needed to book the perfect stay. Hotels.com is part of Expedia, Inc., the world's largest online travel company.
About Keynote Systems
Keynote® Systems, Inc., (NASDAQ: KEYN) is the global leader in Internet
and mobile cloud testing & monitoring. Keynote maintains the world's
largest on-demand performance monitoring and testing infrastructure for
web and mobile sites comprised of over 4,000 measurement computers and
mobile devices in over 275 locations around the world that enable
companies to continuously improve the online and mobile experience.
For further information:
Lizann Peppard, firstname.lastname@example.org +44(0)20-7019 2265. Alison Couper, email@example.com, +44(0)20-7019-2360