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. Consumers Find it Easier to Book Hotels Online Than Flights |
| September 17, 2003 - Consumers find it easier to book hotels online
than flights, but there's still room for improvement, a study by Edmonton-based
Web Mystery Shoppers International Inc. has found. At the airline booking
sites studied, 37% of Web Mystery Shoppers(TM) got error messages when
they tried to fill in forms, versus only 15% at the hotel sites. When asked
if they would recommend the site to a friend, the average response from
hotel shoppers was 4.25 on a 5 point scale (where 5 meant "definitely"),
versus only 3.86 for those trying to book airplane tickets. However, 75%
of air travelers versus only 59% of hotel bookers were confident that they
knew what the total costs would be before starting to place their orders.
"Booking a hotel is easier because there aren't usually as many different options to choose from," notes Tema Frank, president of Web Mystery Shoppers International Inc. "But I was surprised to find that the airline sites are doing a better job of telling people what their plans will cost. Even business travelers do usually have a budget, so they need to know the costs to make a decision." Other frustrations for hotel bookers:
Web Mystery Shoppers International Inc. helps companies increase sales and lower selling costs. By using large numbers of trained, paid testers, who work from their own computers and provide detailed, page-by-page feedback about their experience, clients get insight not only about the web site, but about differences in user perception based on variables like computer and browser systems and Internet experience. |
| Contact:
Tema Frank, President Web Mystery Shoppers International +1-866-211-7027 ortema@webmysteryshoppers.com http://www.webmysteryshoppers.com |