Satisfaction for Independent Websites, says J.D. Power and Associates
Study Finds Consumers Who Book Their Hotel Lodging on Leading Online Travel Agency Website are More Satisfied
CHICAGO, Oct. 26 /PRNewswire/ — Orbitz, the faster, easier way to find the trip you want, is being recognized as the online travel agency with the highest customer satisfaction when booking a hotel room through an independent website (not a hotel’s own website), according J.D. Power and Associates 2005 Independent Hotel Website Study released this week.
The J.D. Power and Associates study notes that Orbitz received the highest customer satisfaction rating for online hotel booking services among independent websites. According to the study, Orbitz.com’s score is 21 points higher than its closest competitor — Expedia.com, significantly outranking the other companies in the study.
“It’s a great honor to be recognized by J.D. Power and Associates as the highest rated independent website in customer satisfaction for booking a hotel room,” said Mitch Truwit, CEO of Orbitz and CheapTickets. “In a service business, there is no higher accolade than customer satisfaction — and we are humbled to have been rated number one in five out of six customer satisfaction categories and tied for first in the sixth.”
J.D. Power and Associates conducted a web-based survey consisting of 3,668 independent hotel website evaluations. Data collection began May 10, 2005 and ended May 30, 2005. Individuals responding to J.D. Power and Associates 2005 North America Hotel Guest Satisfaction Index Study(sm) who indicated they booked their hotel reservation through an independent website included in the aided list of the questionnaire were included in this study: Respondents were asked to rate their experience from December 1, 2004 through May 30, 2005.
The study measured responses to six criteria that calculated the overall satisfaction index score, including (and based in order of importance to respondents):
1. Usefulness of Information
2. Ease of Booking
3. Layout and Design of Website
4. Availability of Packages
5. Ease of Navigation *
6. Ease of Finding Information *
Orbitz.com ranks highest across all six measures that comprise the overall satisfaction index score (and ties for highest ranking for Ease of Navigation measure), contributing to the site’s solid highest-ranking position in overall independent website satisfaction. Orbitz’ customer satisfaction ranking for hotel bookings ranks higher than 5 other competitors in the online travel agency space, including Expedia and Travelocity.
According to the study, Orbitz.com is doing a good job connecting with consumers in several key areas when it comes to booking hotel reservations. J.D. Power and Associates indicated that hotel guests are becoming increasingly savvy, showing a growing preference to book their reservations online. Consumers are looking for sites that not only offer competitive pricing, but are also convenient and easy to use.
* These two criteria were equally ranked.
Orbitz is a leading online travel company that enables travelers to search for and purchase a broad array of travel products, including airline tickets, lodging, rental cars, cruises and vacation packages. Since launching its website http://www.orbitz.com/ to the general public in June 2001, Orbitz has become the third largest online travel site based on gross travel bookings. On Orbitz, consumers can search more than 455 airlines, tens of thousands of lodging properties worldwide and 16 car rental companies. Orbitz was acquired by Cendant’s Travel Distribution Services division in November 2004 and is part of the Consumer Travel Americas group.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.