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.