Online Travel Agencies
Measure, monitor, and improve how travelers use your website
Capture and analyze customer feedback, gain predictive insights, and make intelligent decisions that improve outcomes.
ONLINE TRAVEL
AGENCIES
In an ever-changing market, online travel agencies need to keep a constant pulse on customer perceptions of booking and payment processes, packaged travel offers and promotions, customer reviews, search tools, and customer support. ACSI provides a complete solution to capture and analyze customer feedback, gain predictive insights, and make intelligent decisions that improve outcomes.
At a glance:
Online Travel Agencies
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Inaugural year:
2002
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Updated:
annually
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Most recent data:
2023
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Companies:
5 major online booking sites, plus aggregate of smaller websites
Satisfaction Benchmarks by Company
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Online Travel Agencies | 75 | 76 | 1% |
| 1 | Travelocity (Expedia) | 73 | 75 | 3% |
| 1 | Tripadvisor | 75 | 76 | 1% |
| 1 | Orbitz (Expedia) | 76 | 71 | -7% |
| 1 | Priceline (Booking Holdings) | 72 | 73 | 1% |
| 1 | Expedia | 73 | 79 | 8% |
| 1 | Kayak (Booking Holdings) | NM | 73 | NA |
| 1 | Trivago (Expedia) | NM | 77 | NA |
| 1 | Booking.com (Booking Holdings) | NM | 78 | NA |
| 1 | All Others | 77 | 79 | 3% |
2023 results based on data collected April 2022 – March 2023.
NM – Not measured NA – Not available
Online Travel Agency Benchmarks
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Quality of mobile app | 82 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 83 |
| Ease of booking and payment process | 81 | 81 |
| Ease of navigation | 79 | 79 |
| Clarity and usefulness of travel descriptions | 78 | 77 |
| Site performance | 79 | 77 |
| Usefulness of images of hotels and destinations | 77 | 77 |
| Variety and selection of travel options | 78 | 77 |
| Availability and functionality of comparison and filter tools | 77 | 76 |
| Helpfulness of customer-generated reviews | 76 | 76 |
| Cancellation policy | 74 | 75 |
| Helpfulness of customer support (live chat, help pages, call center) | 75 | 75 |
| Travel promotions and package deals | 74 | 74 |
| Usefulness of site-generated recommendations of other travel services | 75 | 74 |
| Loyalty program | 73 | 73 |
Industry averages are weighted by companies’ market shares.