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:
2022
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Companies:
5 major online booking sites, plus aggregate of smaller websites
Benchmarks by Industry
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Quality of mobile app | 81 | 82 |
| Ease of booking and payment process | 78 | 81 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 81 |
| Ease of navigation | 77 | 79 |
| Site performance | 77 | 79 |
| Clarity and usefulness of travel descriptions | 76 | 78 |
| Variety and selection of travel options | 78 | 78 |
| Availability and functionality of comparison and filter tools | 75 | 77 |
| Usefulness of images of hotels and destinations | 77 | 77 |
| Helpfulness of customer-generated reviews | 76 | 76 |
| Helpfulness of customer support (live chat, help pages, call center) | 75 | 75 |
| Usefulness of site-generated recommendations of other travel services | 74 | 75 |
| Cancellation policy | 71 | 74 |
| Travel promotions and package deals | 75 | 74 |
| Loyalty program | 74 | 73 |
*Industry averages are weighted by companies’ market shares.
Satisfaction Benchmarks by Company
Online Travel Agencies
| Company | 2021 | 2022 | % Change |
|---|---|---|---|
| Online Travel Agencies | 74 | 75 | 1.4% |
| All Others | 73 | 77 | 5% |
| Orbitz (Expedia) | 75 | 76 | 1% |
| Tripadvisor | 76 | 75 | -1% |
| Expedia | 74 | 73 | -1% |
| Travelocity (Expedia) | 76 | 73 | -4% |
| Priceline | 73 | 72 | -1% |