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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

  • Inaugural year:

    2002

  • Updated:

    annually

  • Most recent data:

    2023

  • Companies:

    5 major online booking sites, plus aggregate of smaller websites

Satisfaction Benchmarks by Company

Online Travel Agencies
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.

Connect With ACSI

Connect With ACSI

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