Internet Travel Services

The ACSI has nearly two decades of experience analyzing customer satisfaction with websites that enable U.S. consumers to make travel arrangements online, such as hotel reservations, airline tickets, and other travel-related services. Each year, the ACSI interviews hundreds of customers about their recent experiences with booking travel services online. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Internet Travel Service Benchmarks »

ACSI Travel Report 2020-2021 »

Internet Travel Customer Experience Benchmarks

For online travel service websites, the ACSI captures customer opinions about critical elements of the booking experience, including:

    • Ease of booking and payment
    • Travel option variety and selection
    • Hotel and destination image usefulness
    • Travel description clarity
    • Customer-generated reviews
    • Site-generated recommendations of other travel services
    • Travel promotions and packages
    • Site navigation
    • Site performance
    • Comparison and filter tools
    • Cancellation policy
    • Loyalty programs
    • Quality of mobile app
    • Reliability of mobile app
    • Customer support (live chat, help pages, call center)

The ACSI Client Advantage

Internet travel industry clients can take advantage of ACSI’s competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to internet travel industry data spanning close to two decades, with over 30 data points per year for the largest websites in the travel service industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own website’s performance in relation to industry peers and best-in-class companies in other industries. Internet travel clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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