2012 Customer Contact Experience BenchmarksOnline Travel Industry

Assessing the Customer Contact Experience in the United States

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This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the online travel industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1665. Companies benchmarked in this study include but are not limited to: AirGorilla, Expedia, Hipmunk, Hotels.com, Hotwire, Orbitz, Priceline, and Travelocity. Within the industry, the most popular contact channel is Web site self-service. E-mail and phone-live agent have been used by fewer customers, while Web site chat with live agent and IVR are the least popular.

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2012 Customer Contact Experience Benchmarks—Online Travel Industry, 2012 United States Customer Contact Experience in Online Travel IndustryOnline Travel Customer Contact Experience—United StatesCustomer Contact Experience—Online Travel Benchmarks




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