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Study: online customers getting grumpy
Expedia and Travelocity were gaining ground in the competition for online bookings, says the Keynote Rankings for Lodging Web Sites.
At the same time, consumers are less satisfied generally with their experiences with hotel and lodging sties.
“In the fourth annual examination of the online travel and lodging industry, Keynote noted significant backsliding in overall customer satisfaction levels,” says Hotelmarketing.com.
Keynote reported that customer satisfaction rates are down sharply “and frustration levels are climbing.”
The lower ratings came at a time when many leading online travel agency and hotel sites were completing site makeovers.
“Customers appear to be a bit grumpy with the online travel agencies and hotel sites,” said Bonny Brown, director of research for Keynote Systems.
She said a remaining question was whether this was a short-term swing or a longer-lasting trend.
Expedia edged out Travelocity in the survey.
However, Travelocity bucked the industry-wide trend in falling customer satisfaction ratings and had higher overall customer satisfaction grades.
Report by David Wilkening
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