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Expedia, Marriott winners for customer treatment
So who treats their customers best?
Expedia and Marriott International led a group of 42 travel and airline companies based on how well they treat their online customers, said the Customer Research Group.
They reported that overall, travel and airline companies are improving their one-on-one customer communications, but are making their Web sites too large, too slow and too complicated.
The report found the most trustworthy sites were Expedia, Intercontinental Hotels and Southwest Airlines.
“The most generally usable sites were those of Royal Caribbean Cruiselines,” the study concluded.
The best sites for one-on-one communications were Web-based resellers Cheaptickets, Travelocity and Orbitz.
“Our research shows us that if a customer has a poor web experience, this will carry over to the company reputation and ongoing loyalty,” said Terry Golesworth, president of The Customer Respect Group.
Leaders in the various sub categories were:
Simplicity: Celebrity Cruise Line; attitude: Marriott International; communication: Cheaptickets.com; principles: Intercontinental Hotels Group; Transparency: Expedia; and privacy: Southwest Airlines.
Report by David Wilkening
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