2012 Customer Contact Experience BenchmarksOnline Travel Industry
2012 Customer Contact Experience BenchmarksOnline Travel Industry
Assessing the Customer Contact Experience in the United States
26-Sep-2012
North America
$10,000.00
Special Price $7,500.00 save 25 %
Description
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.
Table of Contents
Online Travel Customer Contact Experience—United States
- Customer Contact Experience—Online Travel Benchmarks
Popular Topics
No Index | Yes |
---|---|
Podcast | No |
Industries | Information Technology |
WIP Number | NACF-01-00-00-00 |
Is Prebook | No |