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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:

    2022

  • 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%

Connect With ACSI

Connect With ACSI

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